Customer & Consumer Program Deployment, Senior Manager

Summary

Join Juul Labs as the Customer & Consumer Program Deployment, Senior Manager and lead a national team in designing, implementing, and optimizing customer-facing and consumer engagement programs. This critical role involves scaling field excellence, integrating digital tools, and ensuring programs meet strategic goals. You will report to senior Commercial leadership, bridging HQ strategy and field execution. Key responsibilities include team leadership, program deployment, digital integration, market feedback, cross-functional collaboration, and stakeholder reporting. Success is defined by on-time program rollouts, improved engagement KPIs, scalable program refinements, high team engagement, and alignment between field activity and national strategy. The position requires extensive experience in commercial execution, managing remote teams, and proficiency with various digital tools. A Bachelor's degree is required, and an MBA is preferred.

Requirements

• 10+ years of experience in commercial execution, trade marketing, or customer program leadership
• Proven track record managing and developing high-performing remote field teams
• Strong cross-functional project management and strategic planning skills
• Experience managing field budgets and operational metrics
• Advanced proficiency with Salesforce, Tableau, Power BI, and Excel
• Excellent communication and leadership presence across all levels
• Bachelor’s degree in Business, Marketing, Economics, or related field required

Responsibilities

• Manage and develop a team of DEP Territory Managers responsible for market-level execution of Direct Engagement Programs (DEP), Clerk Education, and Adult Nicotine Consumer acquisition activities
• Set strategic priorities and performance expectations, ensuring regional consistency and executional excellence
• Partner with HR and TA teams on hiring, onboarding, and performance management of direct reports
• Conduct regular coaching, field visits, and talent development planning to foster a high-performing, accountable team culture
• Lead end-to-end deployment of customer-facing and consumer support programs across national markets
• Ensure flawless execution across pre-launch, live, and post-activation phases
• Collaborate with Sales, Marketing, and Regional VPs to align program rollout with commercial goals and field realities
• Contribute to and monitor program P&L performance; implement course corrections to optimize ROI
• Embed Salesforce, Power BI, and other digital tools into daily team operations for enhanced visibility and agility
• Partner with data and analytics teams to define KPIs, track compliance, and identify opportunities for optimization
• Standardize feedback loops between field and HQ to accelerate learning and responsiveness
• Gather field-level feedback to evaluate program performance and relevance
• Translate insights into actionable improvements to enhance engagement and impact
• Track Net Promoter Score (NPS) metrics and integrate learnings into program refinement
• Serve as primary point of contact between Deployment team and HQ stakeholders
• Deliver quarterly performance reports and strategic recommendations to VP-level leadership
• Facilitate sprint reviews, pilot evaluations, and post-program retrospectives
• Deliver monthly and quarterly reports on program performance, commercial outcomes, and consumer response
• Present recommendations to senior leadership on program improvements and scalability
• Lead sprint reviews and feedback sessions to support continuous program evolution
• Team-wide execution of OTIF (On Time, In Full) program rollouts across all assigned markets
• Clear, measurable gains in customer and consumer engagement KPIs
• Scalable program refinements based on team feedback and performance data
• High engagement, retention, and development of field team members
• Seamless alignment between field activity and national commercial strategy
• Perform related duties as assigned, within your scope of practice

Preferred Qualifications

• Preferred prior experience in highly regulated or CPG industries
• Preferred experience rolling out national programs with regional customization
• Preferred familiarity with customer journey mapping, NPS tracking, and consumer analytics
• MBA (or related advanced degree) strongly preferred

Benefits

• A place to grow your career. We’ll help you set big goals - and exceed them
• People. Work with talented, committed and supportive teammates
• Equity and performance bonuses. Every employee is a stakeholder in our success
• Cell phone subsidy, commuter benefits and discounts on JUUL products
• Excellent medical, dental and vision, disability, and life insurance, plus family support, wellness, legal, and employee assistance program benefits
• 401(k) plan with company matching
• Plus biannual discretionary performance bonuses