Senior Manager - Customer and Consumer Program Deployment

THE COMPANY:

Juul Labs's mission is to transition the world’s billion adult smokers away from combustible cigarettes, eliminate their use, and combat underage usage of our products. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent.

We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career is compelling, read on for more details.

ROLE AND RESPONSIBILITIES:

As the Customer & Consumer Program Deployment, Senior Manager, you will lead a national team of Territory Managers to design, implement, and optimize JUUL’s customer-facing and consumer engagement programs across key U.S. markets. This role is critical in scaling field excellence, integrating digital tools into execution workflows, and ensuring programs deliver against strategic commercial goals. You will report directly to senior Commercial leadership and serve as a central link between HQ strategy and field execution. This is a people leadership role with national scope and cross-functional influence.

KEY RESPONSIBILITIES:

• Team Leadership & Execution Oversight 
  • 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

• Program Deployment & Commercial Integration 
  • 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

• Digital Integration & Performance Insights 
  • 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

• Market Feedback & Continuous Optimization 
  • 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

• Cross-Functional Collaboration & Stakeholder Reporting 
  • 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

• Reporting & Stakeholder Alignment 
  • 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

• Key Deliverables That Define Success 
  • 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

PERSONAL AND PROFESSIONAL QUALIFICATIONS:

• 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
• 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

EDUCATION:

• Bachelor’s degree in Business, Marketing, Economics, or related field required
• MBA (or related advanced degree) strongly preferred

JUUL LABS PERKS & 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

Juul Labs is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees and job applicants, without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Juul Labs also complies with applicable employment eligibility verification requirements. All applicants must have the authorization to work for Juul Labs in the country of employment.

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