Job Description

Role Overview:

The Director of Merchandising is a senior strategic leader responsible for shaping and executing merchandising excellence across multiple client programs. This role combines departmental leadership, operational efficiency, change management, and business growth, ensuring the merchandising function delivers superior client outcomes while continuously improving processes and driving organic growth.

Key Responsibilities:

Strategic Leadership & Change Management

• Lead and inspire a high-performing merchandising department, fostering collaboration, accountability, and a culture of innovation.
• Drive change management initiatives to optimize workflows, resource allocation, and operational effectiveness across the department.
• Mentor and develop managers and team members, building leadership capability and promoting professional growth.
• Champion continuous improvement and adaptability, ensuring the team responds efficiently to evolving client and business needs.

Merchandising Planning & Operational Excellence

• Oversee strategic planning and execution of merchandising programs that deliver measurable client impact.
• Implement standardized processes and efficiency-focused frameworks to enhance scalability and operational performance.
• Monitor compliance, KPI achievement, and program quality, proactively addressing gaps and risks.
• Analyze operational metrics to streamline daily operations while supporting broader strategic initiatives.

Client Engagement & Business Growth

• Serve as a senior advisor to clients, delivering data-driven insights and strategic recommendations that drive measurable business results.
• Identify opportunities for organic growth within existing accounts and support new business development initiatives.
• Ensure consistent delivery of exceptional client service, balancing strategic vision with operational execution.
• Lead discussions with clients regarding budgets, resourcing, and program enhancements to maximize value and efficiency.

Financial & Performance Accountability

• Oversee program and departmental financials, including budgeting, forecasting, reconciliation, and profitability analysis.
• Track and report on operational and financial performance, identifying opportunities for cost optimization and revenue growth.
• Collaborate with cross-functional teams to ensure alignment, quality delivery, and continuous performance improvement.

Requirements & Qualifications:

• Proven experience leading merchandising, retail operations, or client services teams, with a strong focus on change management, operational efficiency, and team leadership.
• Demonstrated ability to drive organic growth and contribute to new business development.
• Strong track record of building and leading high-performing, cross-functional teams.
• Exceptional client relationship management, communication, and negotiation skills.
• Expertise in operational planning, process optimization, and financial management (budgeting, forecasting, KPIs).
• Ability to manage multiple priorities in fast-paced, dynamic environments while delivering strategic outcomes.

Key Metrics for Success:

• Impact and adoption of change management and operational efficiency initiatives
• Departmental performance, team engagement, and leadership development
• Client satisfaction, retention, and growth of existing accounts
• Achievement of program KPIs, compliance, and quality standards
• Financial performance, profitability, and contribution to business growth

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