Stanley/Stella
Regional Customer Excellence Manager
TLDR
Leads regional Customer Excellence across multiple markets, shaping a coherent regional model and driving customer-centric growth through transformation and process optimization.
Your purpose at Stanley/Stella
As Regional Customer Excellence Manager, your mission is to lead, structure, and elevate the Customer Care & Inside Sales organisation across the BNL, Nordics, CEE, and UK markets, in close collaboration with the General Managers.
You play a central role in the Glocal Customer Excellence transformation, by bringing Customer Care and Inside Sales teams into a coherent regional model strengthening proximity to the markets, accountability, and commercial alignment.
Beyond operational leadership, you contribute to building a high-performing, customer-centric and commercially driven organisation, aligned with Stanley/Stella’s long-term ambitions.
In short: you turn customer operations into a real growth driver.
You play a central role in the Glocal Customer Excellence transformation, by bringing Customer Care and Inside Sales teams into a coherent regional model strengthening proximity to the markets, accountability, and commercial alignment.
Beyond operational leadership, you contribute to building a high-performing, customer-centric and commercially driven organisation, aligned with Stanley/Stella’s long-term ambitions.
In short: you turn customer operations into a real growth driver.
Your role and impact
1. Regional Operations Leadership
- Lead and develop a regional Customer Excellence organisation of 10+ FTEs across Brussels and Birmingham
- Drive sales performance, operational efficiency, team engagement, and service quality
- Ensure strong alignment with regional priorities, customer expectations, and commercial objectives
- Create a culture of ownership, accountability, and continuous improvement
2. Organisational Transformation & Change Management
- Support the implementation of Stanley/Stella’s Glocal Customer Excellence model
- Contribute to the shift toward a more integrated and scalable regional organisation
- Bring structure, clarity, and consistency during transformation phases
- Act as a key link between local teams and central strategy
- Travel regularly to Birmingham to ensure alignment and proximity with teams
3. Customer Experience & Process Improvement
- Contribute to the optimisation of Order-to-Cash and end-to-end customer processes
- Identify and address customer pain points and operational inefficiencies
- Work cross-functionally with: Customer Excellence Managers ; Process Experts ; IT and Logistics teams
- Drive improvements that enhance both efficiency and customer satisfaction
4. Commercial Support & Strategic Collaboration
- Partner with General Managers to support regional commercial strategies and priorities
- Ensure proactive follow-up on accounts and identify growth opportunities
- Support Sales teams with: lead qualification, onboarding, cross-sell & upsell opportunities
- Join key customer meetings to: strengthen relationships, ensure consistency of the customer experience and bring field insights back internally
5. Strategic Projects & Innovation
- Support the deployment and adoption of strategic tools (CRM, ERP, webshop, AI initiatives)
- Contribute to Customer Excellence roadmap and transformation projects
- Promote innovation, digital adoption, and best practices across teams
- Actively support the evolution toward a more data-driven and proactive organisation
About you
- 7–10+ years of experience in Customer Service, Inside Sales, Sales Support or B2B operations, including team management
- Experience in multi-market environments and exposure to transformation or change management
- Strong customer-centric mindset combined with commercial awareness
- Solid understanding of Order-to-Cash processes
- Experience with ERP / CRM environments and interest in digital tools and innovation (including AI)
- Strong leadership and stakeholder management skills with a hands-on, structured approach
- Fluent in English; French and/or Dutch are strong assets
- Willingness to travel regularly to the UK (minimum 4 days/month)
Stanley/Stella is a dynamic supplier in the fashion industry, focused on enhancing its logistics and digital platforms to improve efficiency and customer experience. Serving a diverse network of decorators, resellers, and partners across Europe, the company aims to leverage innovative transportation modes and sustainable practices to solidify its competitive edge.