Lead and develop a high‑performing team of 10-12 Specialists: 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
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
Develop and implement innovative ways to work smarter and scale the team
Uncover and create opportunities to drive customer growth (revenue, expansion, efficiencies) through regular books of business reviews

8+ years in customer success or marketing
2+ years experience successfully leading & managing teams
Process‑oriented leader with a track record of building playbooks, SLAs, and QA mechanisms that scale; comfortable with capacity planning and workload management
Excellent communication, interpersonal and writing skills
Love for developing people in a high growth environment
Enthusiastic about technology with demonstrated technical aptitude
Strong project management skills and an ability to multitask
Creative, analytical and execution-oriented
Ability to effectively operate both strategically and tactically
Hospitality background is a nice to have

Marketing Services Manager

Key skills