Director, Managed Marketing

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. About the Managed Marketing Team: ToastIQ Grow pairs restaurants with a dedicated Marketing Success Manager 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 Director, Marketing Services, you will own Toast’s managed marketing program from end to end. You’ll set the strategy, service model and operating standards for the business, and lead a team of Managers who each run a team of Marketing Success Managers. You’ll be accountable for program outcomes: customer results, service quality, retention and expansion, unit economics, and the team’s ability 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. You’ll set the multi-year vision for how Toast delivers marketing outcomes to restaurants, including the balance between human-led service, automation and product. A day in the life (Responsibilities) • Set program vision and strategy. Own the multi-year roadmap for Managed Marketing, including service tiers, packaging, delivery model, and how human expertise, automation and AI fit together. Turn this into annual goals, OKRs and investment cases for senior leadership. • Build and lead a leadership team. Hire, develop and retain a strong bench of Managers. Set clear expectations, coach them as leaders, run talent calibration and succession planning. Create a culture of high craft, accountability and customer obsession. • Own program performance and economics. Be accountable for program KPIs such as customer outcomes, retention, expansion and attach, CSAT/NPS, delivery SLAs and cost to serve. Work with Finance on capacity models, headcount plans, pricing inputs and margin improvement. • Design an operating model that scales. Build the structure, workflows and governance needed to grow the program. This covers segmentation and book-of-business design, capacity and staffing models, QA frameworks, tooling, and playbooks for kickoff, planning, multi-channel execution and reporting. Find where standardization, specialization or automation can raise both quality and efficiency. • Build mechanisms for insight and accountability. Define the program’s metrics framework, dashboards and business review rituals (weekly, monthly and quarterly) so leaders and partners can see pipeline, delivery health, customer outcomes and team performance. Use data to drive prioritization and continuous improvement. • Own quality, risk and escalations. Set the quality bar and compliance framework (Toast Marketing Guidelines, legal and brand standards), and act as the executive escalation point for high-stakes customer issues. • Champion the customer and the story. Turn program learnings, customer insights and success stories into inputs for product roadmap, go-to-market and executive communications. Represent Managed Marketing internally and, where appropriate, externally. What you'll need to thrive (Requirements) • 7–10 years in marketing or marketing services, including 3+ 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 partner