Senior Manager, Marketing Services

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.

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.

A day in the life (Responsibilities)

As a Senior Manager, Marketing Service, 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. Near‑term, you’ll standardize today’s beta operations; longer‑term, you’ll help chart the path to scale.

In this role, you will:

• 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.

What you'll need to thrive (Requirements)

• 5–8 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—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

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.