Director of Product Management & Head of Customer Success

Coats Digital provides industry-leading software solutions designed to optimize operations for fashion, apparel, and footwear manufacturers. Its technology helps businesses improve efficiency, enhance transparency, and support sustainability across the supply chain. With a strong foundation in industry expertise, Coats Digital works with manufacturers and brands worldwide, offering digital tools that streamline processes from design to delivery. Operating globally and headquartered in the UK, Coats Digital focuses on delivering innovative solutions that drive measurable improvements in productivity, cost management, and sustainability.

Role Purpose: As Product Director you will be the head of Product Management for the entire portfolio of current and future software products within the Coats Digital business unit as well as be responsible for our Global Customer Success function. This role owns the P&L for all products by driving product development, pricing, launch activities, feature strategy, customer feedback programs, and many more life cycle steps for the product. The Product Management function will work directly on product development road maps, business case development, pricing, strategy, launch, competition tracking, etc. This role will also manage the Fast React Plan product family directly as well as manage the hiring of other Product Managers who would be responsible for the other product families. As the Head of Customer Success, your role will be to manage the post-go-live customer relationship with the teams in the region/Country. Our aim is to maximise customer adoption of our products, execute best practice in product usage, propose cross-sell, upsell, and manage the recurring revenue from customers, and keep churn to the lowest possible.

Key Responsibilities:

• Product Management

• Conducting voice of the customer (VOC) and observational voice of the customer (OVOC) to understand existing and changing market needs.
• Assessing and understanding the market trends and competitive environment.
• Developing the business case(s) for new products, product extensions and product withdrawals.
• Tracking overall product usage at the feature and screen level.
• Defining and communicating product requirements, including defining the minimum viable product (MVP) and then working with the Engineering Product Owner to understand time and resource impacts.
• Clarifying prioritized target customer segments based on needs, willingness to pay, and cost-to-serve criteria.
• Building product value propositions and then working with sales to refine, based on customer feedback and response.
• Coordinate product launch and product feature launches – ensuring solutions launch with commercial, marketing, pre-sales, and engineering all in sync.
• Ensuring FRP is competitively priced and in alignment with the business goals.
• Maintaining the non-software components to FRP, such as its business reviews, training manual, and customer documentation.

• Responsible for leading and influencing the customer relationship at the most senior level of the customer organisation.
• Maintaining a highly collaborative and positive relationship with the customer and with internal teams to ensure quality solution delivery and support.
• Provide leadership and insight into customers' objectives, processes, and technology roadmaps.
• Mentor the team in all commercial aspects of the role, including chasing overdue AMC renewals.
• Protect and ensure customers renew their AMC contracts by getting value through the software purchased, whilst having an exceptional experience.
• Drive subscription renewals, expansion, and cross-selling.

Qualifications and Experience:

Essential:

• Proven expertise and demonstrated capabilities in the apparel industry or related manufacturing industries, specific to construction and industrial engineering.
• Deep understanding of apparel or manufacturing needs, especially in industrial engineering.
• Agile product management best practices and the ability to model / map solution designs and requirements.
• Ability to build strong, lasting relationships with C-Level Customers.
• Ability to give compelling presentations up to and including board level.
• 15+ years of overall experience in SaaS or Enterprise software.
• 5+ years of experience as a Product Manager or Product Owner.
• 5+ years of experience managing teams with commercial responsibility.
• Degree in Apparel Manufacturing or Information Technology or Business Administration.

Desirable:

• Hands-on experience with FastReactPlan.
• Experience in Supply Chain Planning Solutions / ERP / Shop Floor Systems.
• Knowledge of different apparel manufacturing processes and machinery equipment.

At Coats Digital, we are dedicated to driving innovation, excellence, and digital transformation in the textile and apparel industry. Our collaborative and diverse environment empowers every team member to thrive while making a real impact. If you are passionate about revolutionizing the industry with cutting-edge technology and eager to join a global leader with a rich heritage and a future-focused mindset, we invite you to take the next step in your career with us. Apply now and be part of a dynamic team shaping the digital future of textiles.