Regional Customer Excellence Manager

• 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
• .
• 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

1. 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

1. 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

1. 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

1. 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)