WHAT IS THE JOB?As the Made-to-Measure (MTM)/Made-to-Order (MTO) Program Manager, you will be responsible for the successful growth and seamless execution of our MTM/MTO services. You will implement strategies to optimize the assortment, drive sales and profitability, enhance the selling process, and improve the customer experience to make our MTM/MTO program the best-in-class in the industry. You will partner closely with our sales, tailoring, merchandising, raw materials, and production teams to own the process from end-to-end, ensuring all partners have the information, assets, and training needed to deliver their part of the process and owning continual improvement and resolution of all issues. You will manage the MTM/MTO Sr. Associate to efficiently process and track all orders and maintain accurate selling assets, and you will report into the SVP, Merchandising, Buying, and Wholesale.
WHAT ARE THE RESPONSIBILITIES?- Lead initiatives to grow MTM/MTO sales, elevate the customer experience, and reduce customer issues.
- Proactively identify operational improvements to save cost and maximize margin without compromising quality or service.
- Responsible for finalizing the seasonal MTM/MTO assortments with Merchandising, Design, and Raw Materials teams.
- Own pricing of MTM/MTO in collaboration with Production for costing and Merchandising for pricing relative to stock programs.
- Ensure all selling teams across all sales channels are properly trained and have up-to-date MTM/MTO assets.
- Partner with Store Director to prepare and support special events, ensuring all materials, assets, and details are in place.
- Lead monthly calls with store teams to get feedback, identify issues and opportunities, and provide program updates.
- Lead onboarding and program set up with factories, coordinating efforts with our Master Tailor and IT.
- Manage performance, communication and order flow with factories; troubleshoot product issues, determine root causes, and implement creative solutions.
- Work closely with IT to improve and streamline Made to Measure/ Made to Order systems and workflows.
- Analyze selling and performance based on style and fabrication to improve the MTM/MTO assortment and offering.
- Monitor competitive landscape and identify opportunities to lead in the MTM/MTO market.
- Lead and develop the MTM/MTO Sr. Associate to manage fabric set up, order entry, WIP updates, product tracking, and communication with internal teams.
WHAT ARE THE ESSENTIAL SKILLS?- 3-5 years experience in merchandising and/or sales, preferably in tailored or custom clothing.
- Strong leadership skills with hands-on collaborative approach.
- Someone who thrives at the intersection of product, retail, and operations and loves working cross-functionally to bring exceptional custom garments to life.
- Customer-focused mindset.
- Excellent verbal and written communication skills.
- Highly organized, detail-oriented, and process-driven.
- Confident problem solver with a "no task is too small" mindset.
- Able to manage multiple projects and priorities in a fast paced environment.
- Skilled in Microsoft Excel and Word, tech savvy and comfortable learning new systems.
- Creative, flexible and positive team player.
- Reflects our core values of Hopeful, Helpful, Humble, Hardworking, Nimble, Hospitable, and Honest.
