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

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)