Merchandiser

Role Purpose

The Merchandiser is responsible for planning, managing and optimising WWF-Malaysia's merchandise offering across the Panda Shop physical retail space at the WWF-Malaysia office in PJCC and the Panda Shop e-commerce platform.

The role supports income generation, supporter engagement and WWF-Malaysia's conservation mission by delivering sustainable, appealing and commercially viable products and shopping experiences. The incumbent will manage product ranges, inventory, supplier relationships, online store operations, visual merchandising, promotions and performance analysis, while translating supporter interests, conservation priorities and market trends into relevant merchandise opportunities.

Key Responsibilities

1. Product Curation and Sustainable Sourcing

• Curate and manage an attractive, relevant and commercially viable merchandise range for the physical and online Panda Shop.
• Develop merchandise products and experiences aligned with WWF-Malaysia's conservation priorities, brand values, supporter interests and market trends.
• Identify product opportunities based on supporter behaviour, seasonal occasions, fundraising priorities and campaigns.
• Source and coordinate with suppliers and vendors, ensuring products meet quality, sustainability, ethical sourcing, brand and commercial requirements.
• Support new product development, including specifications, artwork, packaging, pricing and production timelines.
• Review product performance and recommend new products, bundles, promotions, clearance or discontinuation where appropriate.
• Provide merchandise advice and operational support to internal teams for project-specific merchandise, giveaways, donor premiums and campaign materials.

2. E-commerce Management

• Manage day-to-day merchandising and operations of the Panda Shop e-commerce platform.
• Maintain accurate product listings, descriptions, pricing, stock availability, images, specifications, shipping information and promotions.
• Ensure the online store is customer-friendly, functional, visually consistent and aligned with WWF-Malaysia's brand guidelines.
• Monitor the customer journey and recommend improvements to navigation, product discoverability, checkout and conversion.
• Coordinate with IT, developers, vendors and operational teams to resolve platform, fulfilment and logistics issues.
• Support live-sales activities on Meta platforms with Digital Fundraising, Communications and Marketing teams where required.

3. Physical Retail, Inventory and Sales Administration

• Maintain an organised, attractive and sales-ready Panda Shop physical retail space at PJCC.
• Implement visual merchandising that improves product visibility, encourages purchases and communicates relevant conservation messages.
• Conduct stock counts, inventory reconciliations and quality checks, and monitor stock levels across physical and online channels.
• Identify and address stockouts, excess inventory, damaged stock and slow-moving products.
• Ensure accurate stock records, pricing and transactions across inventory and point-of-sale systems.
• Perform sales and payment reconciliations for cash, card, e-wallet and other payment methods where applicable.
• Maintain complete supporting documents for receipts, refunds, returns, discrepancies, write-offs and stock adjustments.
• Submit accurate event sales reports, weekly sales and inventory reports, and other required merchandise reports within agreed timelines.
• Maintain clear audit trails and comply with WWF-Malaysia's financial, procurement, inventory-control, cash-handling and documentation procedures.
• Escalate unresolved discrepancies, stock variances and control issues promptly to the Head of Digital Fundraising and relevant Finance or Operations colleagues.

4. Visual Merchandising, Content and Creative Assets

• Maintain an engaging online store layout and coordinate visual merchandising for the Panda Shop, fundraising events and conservation or environmental education events.
• Develop or coordinate visual assets for product launches, listings, promotional banners and merchandise campaigns.
• Work with Design, Communications, Marketing and Digital Fundraising teams to ensure materials are accurate, appealing and brand-aligned.
• Write clear and compelling product descriptions covering product features, sustainability credentials and relevant conservation stories.
• Support merchandise-related campaign pages, social-media content, emails, buying guides, blog articles and short-form video content.

5. Sales, Promotions and Performance Analysis

• Monitor merchandise sales across physical and e-commerce channels using point-of-sale, inventory and digital data.
• Analyse sales, stock movement, product performance and customer purchasing behaviour and translate insights into practical recommendations.
• Track key indicators including revenue, units sold, gross margin, stock turnover, conversion rate, average order value, customer ratings and engagement.
• Develop promotions, bundles, discounts and clearance activities that balance customer value, stock movement and profitability.
• Plan promotional activity around seasonal periods, public holidays, WWF-Malaysia campaigns, fundraising moments and events.
• Support live-sales sessions on Meta platforms, including product selection, stock readiness, pricing, visual materials and reporting.
• Prepare regular performance reports and recommend improvements to products, pricing, promotions and operations.
• Support opportunities to integrate merchandise into fundraising campaigns, donor engagement and digital acquisition activities.

6. Customer Engagement and Market Insight

• Respond promptly and professionally to customer feedback, reviews and enquiries through relevant Panda Shop and digital channels.
• Coordinate with customer-service and internal teams to resolve product, availability, delivery, return, exchange and product-feature enquiries.
• Use customer feedback to improve product selection, descriptions, pricing, customer experience and promotions.
• Conduct competitor and market reviews to identify trends, pricing benchmarks, product gaps and e-commerce opportunities.
• Apply supporter insights, conservation priorities and market intelligence to strengthen product relevance, customer satisfaction and income generation.

7. Cross-functional Collaboration and Event Support

• Work closely with Digital Fundraising and other WWF-Malaysia teams to align merchandising with organisational campaigns, brand priorities and conservation objectives.
• Collaborate with Communications, Marketing, Finance, Procurement, Operations, IT and programme teams to deliver merchandise initiatives.
• Support fundraising, conservation and environmental education events through merchandise preparation, stock management, logistics, supplier liaison, display set-up, sales support and on-site coordination.
• Participate in WWF-Malaysia-wide activities and initiatives requiring staff support.

Qualifications and Experience

Education

• Tertiary qualification in business administration, retail management, marketing, e-commerce, communications, design or another relevant discipline.

Skills and Competencies

• Strong commercial and supporter insight, with the ability to translate customer behaviour, market trends, sales data and conservation themes into viable merchandise opportunities.
• Strong commercial awareness with the ability to balance income generation, profitability, customer value and mission alignment.
• Strong interest in sustainable products, retail, fundraising, conservation and supporter engagement.
• High integrity, accountability and attention to detail when handling stock, cash, sales records, receipts, payments and confidential information.
• Strong financial, inventory-control, record-keeping and reconciliation discipline.
• Ability to follow established procedures, investigate discrepancies and maintain accurate audit trails.
• Strong organisational, planning, analytical and time-management skills, with the ability to manage multiple priorities and work with minimal supervision.
• Proficiency in point-of-sale and inventory-management systems and good working knowledge of Microsoft Office, particularly Excel and Word.
• Working knowledge of e-commerce platforms, Meta business tools, social-media management tools and digital analytics tools.
• Familiarity with live commerce, social-media promotion, on-camera sales, Adobe Creative Suite or other design/editing software would be an advantage.
• Excellent written and spoken English and Bahasa Malaysia. Mandarin would be an advantage.
• Strong interpersonal, communication and stakeholder-management skills.
• Good understanding of environmental and conservation issues.
• Possession of own transport and willingness to travel or support events when required.

Salary Range

RM3,000 - RM3,800

**Applicants whose expectations exceed the posted budget may not be considered. Kindly apply only if the budget is acceptable.