Position Purpose
Lead the merchandising activities and customer relationship management for factories' English-speaking market, ensuring effective product development coordination, competitive pricing, order execution, and customer satisfaction.
Support business growth while maintaining strong operational coordination between customers, Merchandising, Development, Purchasing, Planning, and Production.
Scope of Responsibility
- English-speaking customer portfolio.
- Direct supervision of a group of Merchandisers.
- Customer communication, costing coordination, order management, and development follow-up.
- Reporting to the Commercial & Merchandising Manager.
Key Responsibilities
1. Customer Relationship Management
- Serve as the main operational and commercial contact for assigned English-speaking customers.
- Manage day-to-day customer communication and follow-up.
- Build strong relationships with customer buying, development, and technical teams.
- Ensure timely resolution of customer requests, complaints, and operational issues.
- Escalate major commercial decisions and risks to the Commercial & Merchandising Manager.
2. Merchandising & Order Execution
- Lead the Merchandising team responsible for English-speaking customers.
- Ensure accurate order information, quantities, prices, and delivery requirements.
- Monitor order execution from initial inquiry through final shipment.
- Coordinate with PMC, Development, Purchasing, and Production to secure agreed milestones.
- Anticipate delivery risks and implement corrective actions.
3. Costing & Price Coordination
- Coordinate garment costing with Development, Methods, and Purchasing.
- Ensure accurate and timely preparation of customer quotations.
- Monitor MOQ, material costs, CMT, and pricing implications.
- Follow up on customer price approvals and maintain updated price records.
- Submit pricing recommendations to the Commercial & Merchandising Manager for validation.
4. Product Development Follow-up
- Coordinate sample requests, technical documentation, and development timelines.
- Ensure timely submission of prototypes, fit samples, SMS, and approval samples.
- Follow up on customer comments and required corrections.
- Coordinate with Product Development to secure smooth handover to production.
5. Purchasing Coordination
- Work closely with the Purchasing function under the Commercial & Merchandising Manager.
- Ensure material requirements and delivery priorities are clearly communicated.
- Follow up on material availability and sourcing-related risks affecting assigned customers.
- Coordinate necessary actions without taking direct management responsibility for Purchasing.
6. Data Accuracy
- Ensure customer orders, validated prices, BOM information, and merchandising data are accurately maintained in the system.
- Monitor data completeness and consistency across subsequent process steps.
- Ensure validated prices and order information are available for invoicing.
- Follow up on pending entries and resolve discrepancies with the relevant departments.
7. Team Leadership
- Manage, coach, and develop the 3 assigned Merchandisers.
- Establish clear responsibilities and customer priorities.
- Monitor workload, execution performance, and response times.
- Ensure effective coordination and escalation of critical issues.
8. Commercial Development Support
- Support the Commercial & Merchandising Manager in identifying opportunities with existing and potential English-speaking customers.
- Participate in customer meetings, visits and new development discussions.
- Contribute to sales forecasts, order book visibility, and account development plans.
Key Performance Indicators
- Customer on-time delivery performance
- Quotation turnaround time
- Development milestone adherence
- Order book accuracy
- Customer satisfaction and complaint resolution
- Order and price data accuracy
- Customer sales and margin performance
- Merchandising team productivity
- Timely identification and escalation of risks
Required Qualifications
- Degree in Textile Engineering, Fashion, Business Management, or equivalent.
- Minimum 5–7 years of experience in garment merchandising or international account management.
- Strong lingerie or swimwear manufacturing experience preferred.
- Experience managing UK or international fashion brands.
- Excellent written and spoken English.
- Good French communication skills.
- Strong knowledge of costing, garment development, BOMs, production processes, and delivery planning.
- Leadership, negotiation, organizational, and problem-solving skills.
