Manager, Managed Marketing

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About the role

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. Toast Marketing Services pairs restaurants with a dedicated Marketing Specialist to build strategy, execute weekly multi‑channel campaigns (Email, SMS, Social, Offers/Promos, Loyalty, Gift Cards, SEO/Presence), and analyze results—ultimately helping restaurants improve their marketing operations, save time, and grow first‑party demand. As a Manager, Managed Marketing, you will lead and coach a team of Marketing Specialists for full‑service marketing delivery). You’ll be accountable for day‑to‑day service execution, consistent quality, and outcomes for restaurants—owning capacity planning, SLAs, coaching, and operational excellence. This role is ideal for a people leader with a marketing background (agency or in‑house) who thrives at building repeatable delivery systems, raising the bar on craft, and partnering cross‑functionally to scale. You are a systems‑minded operator who can translate strategy into clear playbooks and measurable results. You’ll remove friction for Specialists and customers, strengthen our service model, and collaborate closely with Product, Product Strategy, Sales, Customer Success, Legal, and Finance. A day in the Life* (Responsibilities): • Lead and develop a high‑performing Specialist team: hire/onboard, set goals, run weekly 1:1s, conduct QA reviews of campaign calendars and copy, and create career development paths; establish coaching rhythms and calibration across the team. • Own service delivery excellence: manage book‑of‑business assignments and capacity, track service progress and deadlines, and maintain response and delivery SLAs • Execute against existing playbooks/templates and flag gaps: evolve playbooks, scripts, and templates for kickoff, monthly planning, multi‑channel execution (Email/SMS/Social/Offers/Ads), and monthly reporting; drive consistency across Specialists while allowing for restaurant brand nuance. Measure what matters: monitor dashboards and mechanisms for visibility into pipeline, progress, and outcomes (e.g., plan on‑time rate, SLA adherence, campaign send/approval rates, channel performance, attach/expansion signals, and customer satisfaction). • Handle escalations and quality: serve as the first line for customer escalations; implement QA checklists and review cycles to ensure compliance with Toast Marketing Guidelines and legal/brand standards • Partner cross‑functionally to unlock scale: collaborate with Product and the Product Strategy team to pilot features and chart the path to scale • Document learnings and case studies: sharing wins within the pod/team • Help build our UK playbook: London is a new market for us, so you'll help create and refine the playbooks, processes and best practices for the region. What you’ll need to thrive* (Requirements): • 6+ years in marketing or marketing services, including 2+ years managing people in a delivery or account‑management context (e.g., agency team lead, or managed services lead). • Demonstrated success running multi‑channel programs across Email, SMS, Social, Offers/Promos, Loyalty, Gift Cards—and partnering on Paid Ads and SEO/Presence. • Process‑oriented leader with a track record of building playbooks, SLAs, and QA mechanisms that scale; comfortable with capacity planning and workload management. • Strong marketing craft (strategy + execution) and coaching ability—able to uplevel content quality, segmentation, and testing, and communicate the “why” behind plans. • Analytical, data‑driven decision maker—comfortable using KPIs/dashboards to guide the team with defining KPIs, building dashboards, and translating performance into clear next actions

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