Senior Manager, Restaurant Success

1 month ago

London, Greater London, United Kingdom Toast Full time

At Toast, we support the restaurant community to create an outstanding experience for their guests, pursue their passion, and prosper. We are dedicated to enhancing the food experience for everyone as the all-in-one platform exclusively designed for restaurants. Our goal is to connect employees, operations, and guests through a user-friendly and reliable platform, enabling restaurateurs to stay ahead in the ever-evolving hospitality market.

We're in search of a Senior Manager to lead our International Restaurant Success team in London, reporting to the Director of International Customer Success. As the Senior Manager, your main role will be to guide a team of Restaurant Success Managers in the UK, Ireland, and Canada. You will provide strategic coaching and expertise in account management to ensure customer success while developing and executing strategies for scaling the team as Toast expands its International presence. In the initial phase of our growth in International markets, this position demands versatility and adaptability. You must have a builder mindset, be comfortable collaborating with diverse cultures and time zones, engage with global stakeholders, and excel as a people manager and coach.

About this role* (Responsibilities)

  • Lead, coach, and develop a team of geographically dispersed Restaurant Success Managers to help them achieve individual and team targets.
  • Implement strategic enhancements to scale processes, services, and systems for the team to surpass adoption, retention, and growth objectives, ensuring customer success in multiple global markets.
  • Offer guidance on establishing and maintaining strong customer relationships, acting as a coach in handling challenging customer situations.
  • Establish executive relationships with key customers, positioning yourself as a thought leader.
  • Identify opportunities to drive customer growth and success through regular business reviews.
  • Collaborate across functions to drive business results.
  • Foster a culture of accountability and execution through data-driven strategies.
  • Achieve platform adoption, customer outcomes, retention, and expansion targets.
  • Some travel required (approximately 10% of your time).

Do you have the right ingredients*? (Requirements)

  • Over 8 years of team leadership experience, with an advantage in second-level line management.
  • 5+ years of experience building and managing scalable programs in a fast-paced, customer-centric global business.
  • Passion for enhancing customer experience through programmatic initiatives.
  • Proven experience in leading people and projects across different time zones and cultures.
  • Change management experience in a complex, ambiguous environment.
  • Data-driven leader with a track record of using metrics to drive impact and growth.
  • Excellent written and verbal communication skills, with the ability to build effective relationships with stakeholders at all levels.
  • Strong problem-solving skills and creativity in finding solutions.
  • Enjoy networking in an open and inclusive manner.

Special Sauce* (Nice to Haves)

  • Previous experience in the tech industry or at a SaaS company.
  • Background in hospitality, preferably in restaurant operations.

Our Spread* of Total Rewards
We offer competitive compensation and benefits programs to attract, retain, and motivate top talent in our industry. Our rewards package goes beyond earnings and promotes a healthy lifestyle with flexibility to meet the changing needs of our team. Discover more about our benefits.

*Bread puns are encouraged but not mandatory

We are Toasters

Diversity, Equity, and Inclusion are fundamental to our recipe for success at Toast.

Our employees are key to our success. When they thrive, we thrive.

The restaurant industry is incredibly diverse, and we embrace and celebrate this diversity. We believe that authenticity, inclusivity, respect, trust, and humility are essential to reach our objectives.

By embedding inclusive principles and diversity in our company, we provide equal opportunities and enhance our industry leadership.

Bready* to take the next step? Join us today

Toast is committed to an accessible and inclusive recruitment process. We offer accommodations for persons with disabilities to ensure fair access to job applications and interviews. If you require an accommodation, please contact us.

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