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)Regional Customer Excellence Manager – Stanley/Stella BE | Job.bo