Program Manager Consumer Engagement

Position: Program Manager Consumer Engagement
Supervisor: Director Consumer Engagement
Job Type: Full-time 

Job Description: 
The Program Manager Consumer Engagement is an execution-focused role, responsible for 
coordinating and delivering brand activations across all business channels including Indirect 
Retail, Brand Retail, LAMPs (Age 21+ establishments- bars, nightclubs, etc.), Events, Plug-ins and 
other channels that may develop in the future in the assigned markets. This individual partners 
closely with senior leadership to execute established strategies, manages logistics, product 
stock, assets and ensures seamless program delivery.
Serving as a key operational lead, this role engages with the client along with being the point of 
accountability, overseeing day-to-day execution and enforcing ways of working in conjunction 
with City Manager(s)/Area Manager(s). This role manages in-market partnerships and ensures 
seamless program management of field team efforts in all markets.

Duties and Responsibilities: 
➢ Support and implement strategic efforts to manage stock management operations, ensure processes support PMI brands sales and distribution contracts and align with client defined monthly objectives.
➢ Collaborate with Field, Operations, and Training team leads during program execution.
➢ Develop and manage program timelines, initiating the critical path and taking action to keep work and teams on track.
➢ Directly manage City Manager(s)/Area Manager(s) performance across all channels and markets, establishing clear accountability frameworks for execution and results.
➢ Work with Director of Field Services and support onboarding and training efforts for new hires, coordinating cross-functional resources to ensure teams are set up for success quickly and effectively across all channels.
➢ govern scalable onboarding mechanisms to support consistent program launches across all markets, including inventory load-in and operational readiness.
➢ Partner with the Directors across campaigns, programs, and projects to ensure all components are delivered on time, on budget, and at high quality.
➢ Oversee HEETS selling unit placement, setup, and visual merchandising execution, ensuring alignment with brand standards and approved layouts.
➢ Ensure education and enablement of LANU staff and management, supporting effective execution of selling programs and venue staff referral initiatives.
➢ Maintain accountability for contract compliance by implementing audit frameworks, monitoring adherence, and driving corrective actions as required.
➢ Govern inventory operations end-to-end, including SAP-based tracking, reconciliation, trend analysis, replenishment strategy, and stock continuity across all contracted outlets, ensuring alignment with GMP documentation and client-defined objectives.
➢ Collaborate with suppliers, vendors, and internal teams to oversee order fulfillment, logistics coordination, and timely product delivery in compliance with sales and distribution contracts.
➢ Analysis and collaborate with Director(s) and City Manager(s)/Area Manager(s) on performance reporting across all cadences (daily, weekly, monthly, and quarterly) for both client and internal audiences, ensuring accuracy, clarity, and actionable insights.
➢ Ensure program execution aligns with established objectives, timelines, and organizational standards through clear communication and consistent leadership oversight.
➢ Support Director(s) throughout status meetings with clients and the internal back-office team, including developing analysis and actionable insights, agenda-setting, meeting notes, and follow-up tracking.
➢ Cultivate strong client relationships through regular communication, strategic conversations, and clear articulation of the agency’s full range of services.
➢ Other duties as assigned.

Skills/Knowledge: 

➢ Knowledge of relevant state, local, national regulatory and legal guidelines concerning tobacco consumption.
➢ Knowledge of PMI guidelines on the marketing to LANU consumers.
➢ Ability to understand and follow all state and local regulations related to the purchase, warehousing, distribution, and inventory management across each state.
➢ Excellent verbal and written communication skills.
➢ Excellent interpersonal, negotiation, and conflict resolution skills.
➢ Excellent organizational skills and attention to detail.
➢ Excellent time management skills with a proven ability to meet deadlines.
➢ Strong analytical and problem-solving skills.
➢ Ability to prioritize tasks and delegate appropriately.
➢ Ability to act with integrity, professionalism, and confidentiality.

Preferred Education and Experience: 
➢ Bachelor’s degree in Marketing, Business, or a related field.
➢ Minimum 5 years of experience in a relevant marketing field (brand, c-store, consumer activation, or field marketing).
➢ Minimum four (4) years of experience managing multi-site or multi-market operations required. 
➢ Agency experience preferred, with hands-on expertise in back-office/client service
➢ Operations and account management; proven ability to support client delivery, drive operational efficiency, and partner across internal teams.

Physical Requirements: 
➢ Ability to travel as needed. 
➢ Ability to handle a fast-paced, high-accountability environment.

Technology:
➢ Square Reader
➢ Inventory Software
➢ Veriphone
➢ ID Scanner
➢ Electronic Tablets
➢ Microsoft Office Suite (Word, Excel, PowerPoint, Teams, OneDrive, Outlook, SharePoint)
➢ Ability to learn and adopt new technology platforms as required.

Work Schedule:
➢ Flexible scheduling
➢ Must be available evenings & weekends.
➢ Regularly scheduled visits to markets to support field teams or as required based on business needs