Toast

Senior Manager, Marketing Services

Toast

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $122,000 - $195,000 per year

Job Level

Senior

About the role

  • 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
  • Standardize and improve the operating model: 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: define 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: codify insights, surface edge cases, and publish success stories that inform roadmap and go‑to‑market

Requirements

  • 5–8 years in marketing or marketing services, including 2+ years managing people in a delivery or account‑management context
  • 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—experienced with defining KPIs, building dashboards, and translating performance into clear next actions for the team
  • Exceptional communicator and relationship‑builder across functions (Product, Product Strategy, Sales, CS, Legal, Finance); influence without authority
  • Comfort working in evolving environments; bias for systems thinking and continuous improvement
  • Nice to have: restaurant, SMB, or martech experience; agency background spanning multiple channels
Benefits
  • Competitive compensation and benefits programs
  • Flexibility to meet changing needs

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
multi-channel programsEmail marketingSMS marketingSocial media marketingOffers/PromotionsLoyalty programsGift CardsPaid AdsSEOKPI definition
Soft skills
leadershipcoachinganalytical thinkingcommunicationrelationship-buildingprocess-orientedcapacity planningworkload managementsystems thinkingcontinuous improvement