Transformation Manager (Freelance)

Are you passionate about helping fashion brands achieve change and love the idea of driving positive impact through technology? Are you energized by connecting with people from all over the world? 
 

At Stitch we have one passion: future-proofing how fashion works. It's our core belief that fashion can - and should - be created & sold digitally. And the way to ignite this change, is to combine new technology with a keen focus on the human element of change. A change that is powered by technology, but led by people.

We offer brands a mix of SaaS and services and this role will focus on our offering in the wholesale selling space. 

We are driven by the passion to change how wholesale selling works. We believe that technology and business transformation can inspire every human in this industry to take action. How do we know that? Because we were once those humans. 

Our Digital Showroom is used by big name brands in fashion like Tommy Hilfiger, Havaianas and The North Face, who use it to drive the majority of their wholesale revenue. We are passionate about digitizing wholesale selling; allowing for powerful moments between fashion brands and retailers; tackling the inefficiencies and waste of wholesale selling and making it smarter, faster and more sustainable. 

We are a team of 50 passionate people from over 16 nationalities, ranging from fashion designers, developers, training specialists to marketers and biologists. Each one of us embodies the passion to change how fashion makes fashion and what this change represents. The excitement of its potential. The grit to push through uncertainty and the curiosity it requires to turn a “No” into action. 

We care about positive change and our transformation team is at the core of communicating it to our users and clients. The excitement of its potential. The humanity of the people driving it. The grit to push through uncertainty. The curiosity it requires to turn a “No” into action. The need to represent the uniqueness of our story, our offering, our people. Where brands worry about investment, we provide value. Where people can?t see how to move forward, we light up the way. Where others implement software, we challenge processes. We were born from fashion. To change it. Together.

About the Role
The Transformation teams are at the core of communicating on and implementing the envisioned positive impact in collaboration with our customers. We believe real change can only happen if you combine the right technology with a keen focus on human change. As a business, we want to be the co-pilot to a brand's digital journey as they start working with us and this role plays a pivotal role in ensuring our customers' success. 

In this role you will drive customer adoption, enabling brands - guiding them through different stages of digitizing wholesale selling - and ensuring the different business work streams / structures are in place so that sales can maximize the value they get from our Digital Showroom. This includes providing strategic insights and industry best-practice guidance on GTM calendar (re)sequencing, marketing content strategy, product data integration, physical showroom design and set-up and ultimately the formation of a dedicated team at the brand to carry the transformation forward. This role encourages brands to be open to change & gives them confidence to take one step at a time, while building long-term relationships, and having them see value from our products and services as soon as possible. 

This role requires you to be highly collaborative, able to think on your feet and navigate a customers' organization with ease, being sensitive to the political landscape. Here's some of the bigger topics you'll be tackling:

 

• Be a trusted advisor for our customers, proactively addressing concerns while anticipating future needs & opportunities.
• Conduct stakeholder assessments & map out communication plans. 
• Connect Stitch sales, product, and engineering with the right stakeholders in the customer organization when needed.
• Bring customer insights back to internal teams to help them drive strategic initiatives at a customer level. 
• Balance managing multiple smaller accounts at the same time.
• Become the customer's advocate within the company, being the customer voice internally.
• Guide customers through the implementation of the Digital Showroom, by creating onboarding plans, collaborating with the client's sales team to ensure a smooth transition to digital selling.
• Be a change management facilitator, preparing the users & stakeholders to be part of the team of the future, educating and training the customer to be self-sufficient in driving their own change narrative. This involves identifying and nurturing Pioneers users and internal ambassadors.
• Provide guidance in the incremental steps needed to improve customer processes, ensuring you identify, connect and activate all relevant stakeholders to guarantee successful implementation of this new way of working. 
• Identify opportunities for additional services and products within the account to increase the delivered value. 
• Run reports for management and for the customer with qualitative and quantitative data, allowing the customer to make better decisions.

What about you? 
Are you excited about the role? We hope so! Here's what we're looking for in you:

 

• 5+ years experience in customer success, consultancy or customer transformation: you know what it's like to work with multiple smaller customers, how important it is to build relationships and build trust through expertise.
• 5+ years of experience in the fashion and apparel industry, ideally with experience in digital selling, but acceptable if not.
• Self-starter & entrepreneurial mindset: you don't need us to tell you what to do. You'll dive in and define it yourself.
• You have experience working in technology companies, preferably SaaS and startups.
• Strong change management experience, with demonstrated experience in technology roll-out and adoption.
• A strong, positive, empathetic person that loves customer interaction.
• Excellent active listening and interpersonal skills.
• Stakeholder management: stellar communicator, written, verbal, informal conversations or formal presentations, you've got it all covered!
• Excellent presentation skills. Comfortable and engaging delivery style.
• Ability to work effectively and manage multiple projects and tasks concurrently.
• Problem-solver: you love solving puzzles, big and small. Whether it's process improvements, customer complaints or a business challenge - you are driven by the ability to come up with new and better solutions.
• Ability to engage and drive trust with internal teams to foster collaborative partnerships