Customer & Consumer Program Deployment Manager

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

• Program Deployment & Execution
  ○ Lead the design and execution of customer-facing (primary) and consumer-focused (supporting) programs aligned with national and regional commercial strategies
  ○ Coordinate internal resources across functions to ensure on-time, in-full (OTIF) program rollouts
  ○ Support program P&L visibility and contribute to ROI measurement and optimization
  ○ Assist in development of toolkits and field communications for scalable implementation
• Digital Integration & Performance Monitoring
  ○ Utilize digital platforms (Salesforce, Tableau, Power BI) to drive performance tracking and real-time insights
  ○ Collaborate with analytics teams to refine KPIs and embed digital workflows that increase transparency and execution speed
  ○ Contribute to pilot testing and scaling of successful program models
• 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
  ○ Partner with Regional VPs to ensure deployment strategy reflects local execution needs and commercial goals
  ○ Coordinate closely with internal teams to ensure alignment on messaging, resources, and delivery plans
  ○ Serve as a key connector between HQ and field teams to support mutual understanding and program success
• 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
• Deliverables That Define Success:
  ○ Consistent OTIF delivery of national engagement programs
  ○ Improved customer and consumer metrics tied to program activations
  ○ Data-informed program refinements based on field feedback
  ○ Effective alignment with Sales, Marketing, and Regional teams
• Perform related duties as assigned, within your scope of practice

PERSONAL AND PROFESSIONAL QUALIFICATIONS:

• 7+ years of experience in commercial execution, customer program management, or trade marketing
• Strong cross-functional project management skills in matrixed environments
• Proficiency with CRM and reporting tools (Salesforce, Tableau, Power BI, Excel)
• Experience tracking program KPIs and driving continuous improvement
• Excellent communication skills and ability to translate insights into strategy
• Experience in regulated industries or CPG environments preferred
• Demonstrated experience working on national program rollouts with regional adaptation preferred
• Familiarity with NPS tracking and customer journey mapping preferred

EDUCATION:

• Bachelor’s degree in business, Marketing, Economics, or related field required
• Master’s degree 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