Director, Managed Marketing

Toast

3d • $142,000 - $290,000 • Hybrid

About The Position

Toast creates technology that helps restaurants and local businesses operate, increase sales, engage customers, and support their employees. ToastIQ Grow pairs restaurants with a dedicated Marketing Success Manager who develops strategy, executes weekly multi-channel campaigns, and analyzes results to help restaurants improve marketing operations, save time, and grow first-party demand.

The Director will own Toast’s managed marketing program end to end, setting its strategy, service model, and operating standards. The role leads Managers who each manage a team of Marketing Success Managers and is accountable for customer outcomes, service quality, retention and expansion, unit economics, and the program’s ability to scale.

This systems-minded operator will turn strategy into playbooks and measurable results, reduce friction for specialists and customers, and collaborate with Product, Product Strategy, Sales, Customer Success, Legal, and Finance. The Director will set the multi-year vision for delivering marketing outcomes to restaurants, including the balance of human-led service, automation, and product.

Requirements

• 7–10 years of experience in marketing or marketing services, including at least 3 years managing people in a delivery or account-management context.
• Demonstrated success running multi-channel programs across Email, SMS, Social, Offers/Promos, Loyalty, and Gift Cards, and partnering on Paid Ads and SEO/Presence.
• Experience building scalable playbooks, SLAs, and quality assurance mechanisms; comfort with capacity planning and workload management.
• Strong marketing strategy and execution skills, with the ability to coach and improve content quality, segmentation, and testing, and to explain the rationale behind plans.
• Analytical, data-driven decision-making experience, including defining KPIs, building dashboards, and translating performance into clear next actions.
• Exceptional communication and relationship-building skills across functions, with the ability to influence without authority.
• Comfort working in evolving environments, with a systems-thinking mindset and commitment to continuous improvement.

Nice To Haves

• Restaurant, SMB, or martech experience.
• Agency background spanning multiple channels.

Responsibilities

• Set the multi-year vision and strategy for Managed Marketing, including service tiers, packaging, delivery model, and the use of human expertise, automation, and AI; translate the strategy into annual goals, OKRs, and investment cases for senior leadership.
• Hire, develop, and retain a leadership team of Managers; set expectations, coach leaders, conduct talent calibration and succession planning, and foster a culture of craft, accountability, and customer focus.
• Own program performance and economics, including customer outcomes, retention, expansion and attach, CSAT/NPS, delivery SLAs, and cost to serve; partner with Finance on capacity models, headcount plans, pricing inputs, and margin improvement.
• Design and scale the operating model, including segmentation and book-of-business design, capacity and staffing models, quality assurance frameworks, tooling, and playbooks for kickoff, planning, multi-channel execution, and reporting.
• Identify opportunities for standardization, specialization, and automation to improve quality and efficiency.
• Establish the metrics framework, dashboards, and weekly, monthly, and quarterly business reviews to monitor pipeline, delivery health, customer outcomes, and team performance; use data to prioritize and drive continuous improvement.
• Set quality standards and the compliance framework, including Toast Marketing Guidelines and legal and brand standards; serve as the executive escalation point for high-stakes customer issues.
• Turn program learnings, customer insights, and success stories into inputs for the product roadmap, go-to-market strategy, and executive communications; represent Managed Marketing internally and, where appropriate, externally.
• Collaborate across Product, Product Strategy, Sales, Customer Success, Legal, and Finance.

Benefits

• Competitive compensation and benefits programs.
• Cash compensation, including overtime and bonus/commissions if eligible.
• Equity.
• Benefits intended to support a healthy lifestyle and flexibility for changing needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed