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.
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.
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 for the team.
Exceptional communicator and relationship-builder across functions: immediate team + adjacent functions (CS, Sales).
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.
Conditions
Hybrid work model that fosters in-person collaboration while valuing individual needs.