Role Overview
The Senior Decoration Account Manager owns US customer relationships and decoration technical direction for the CanStitch program end-to-end at Milltex CanStitch decorates fleece exclusively: hoodies, crewneck sweatshirts, quarter-zips and full-zips. This role translates customer artwork into executable decoration specifications for fleece substrates, selects the correct technique and garment pairing, and shepherds each order through strike-off, sample approval, and production within SLA. It is equal parts technical expert and account manager: fluent in embroidery and applique on heavyweight fleece, and confident on Zoom with US brand owners, streetwear designers, college bookstores, and corporate merchandise buyers. The role also supports the CanStitch Custom program at roughly one-fifth capacity.
Key Responsibilities
Customer Engagement
- Own US accounts end-to-end: brand owners, streetwear designers, college bookstores, and corporate merch buyers
- Run Zoom and phone calls during US business hours; lead artwork conversations with confidence and clarity
- Maintain customer communications through the CanStitch live status portal
- Cultivate repeat customers, the primary driver of program revenue growth
- Set and manage customer expectations on timelines, MOQ, and technique feasibility
Decoration Technique Consultation (fleece-specific)
- Select the correct technique among the eight CanStitch methods for each artwork on fleece: direct embroidery, twill/felt applique variants, chenille, camo jersey applique, and screen-print add-ons
- Estimate stitch count on sight (within 15%) and flag designs that will pucker, sink into the nap, or fail at scale on 8 oz+ fleece
- Judge substrate compatibility across Milltex fleece styles (hoodie, crewneck, quarter-zip, full-zip, youth), including density limits, underlay/knockdown needs, and placement constraints around hoods, zippers and pockets
- Push back diplomatically on impractical artwork and propose executable alternatives
- Make screen-print vs. embroidery and combination decisions per order
Production Translation
- Write a one-page decoration spec per order for the digitizer and factory
- Provide HD strike-off direction and review HD strike-offs against intent
- Escalate to physical strike-off when HD is insufficient
- Run the sample approval workflow with the customer and the factory
SLA Ownership
- Own the 7-business-day strike-off SLA and on-time rate
- Maintain visibility on the 25-day production milestone for every order
- Hand off to Logistics for the transit guarantee (60 days ocean / 30 days air door-to-Buffalo)
What we're looking for
- 2+ years of apparel decoration / embroidery merchandising experience, with demonstrable hands-on work decorating fleece (hoodies, sweatshirts, quarter-zips). This is a hard requirement: candidates whose experience is limited to wovens, caps, polos or flat knits will not be considered
- Hands-on familiarity with major decoration techniques on fleece: chenille, twill/felt applique variants, camo jersey applique, direct embroidery, screen-print add-ons
- Understands fleece-specific production realities: nap and loft behavior, knockdown stitching, puckering on dense fills, hooping vs. panel decoration
- Ability to estimate stitch count within 15% on sight
- Fluent business English, spoken and written
- Experience handling US/EU brand customers directly
- Comfortable on Zoom/phone during US business hours
- Working knowledge of Wilcom, Pulse, or Tajima digitizing software
Working Hours: 9 AM to 5 PM EST
Pay: ₹50,000.00 - ₹125,000.00 per month
Benefits:
Application Question(s):
- Do you have apparel decoration and embroidery merchandising experience?
- Have you worked on decoration techniques like fleece, chenille, twill?
- Do you have direct embriodery, screen prints add on experience too?
- Do you have experience with Wilcom, Pulse, or Tajima digitizing software?
Work Location: Remote
