Communication and Experience Manager

Permanent employee, Full-time · Belgium (HQ)

Mission
Job Purpose & Mission 
 
As a Communication and Experience Manager within Stanley/Stella Marketing & Communication Department, you will take the lead of the Communication and Experience team and be responsible for developing and implementing effective communication strategies to increase the brand awareness, promoting Stanley/Stella values and collection to the external world.  
Working closely with various internal teams and different channels (such as digital channels (PoD), agencies, resellers and decorators), you will support the brand globally and bring the right messaging at collection launches and commercial major events having customer focus and diversity in mind. The Communication and Experience Manager will have an omnichannel experience and understand how to portrait the messages with consistency on- and off line.  
You will be responsible for designing, implementing, and executing strategies in the 360° communication plan, driving brand recognition, loyalty and advocacy. 
Main responsibilities
  • Team Leadership: Provide leadership, guidance, and mentorship to a team of Customer Experience Specialists, fostering a collaborative and innovative work environment, with an eye on their personal development.  
  • Communication Strategy and Plan: Develop comprehensive Global 360° Communication plans, define and implement the right messages for the different target audiences, in line with the company objectives.  
  • Compile insights and feedback to revisit the creative and production process to ensure the execution of the assets are tailored to the right channel with the right content.  
  • Ensure a strong collaboration with the production team and manage the briefing process across the various communications channels (Web, print, Merchandising) 
  • Customer Experience: Utilizing market insights, conceptualize and develop cutting-edge customer experience concepts tailored for implementation in our dealers' showrooms, aligning seamlessly, in line with the latest innovative and digital trends. 
  • Performance Measurement: Track and analyse the effectiveness of communication efforts and tools, using metrics and analytics tools, making data-driven decisions to optimize future strategies. 
  • Support our dealers’ network: Translate the communication strategy and key messages related to the collection into tangible customer experiences by crafting cohesive storytelling, creating engaging content and tools (booklet, collection plan, lookbook, Merch Guide).  
  • Crisis Communication: Support the communication during challenging situations linked to collection launch and related communication. 
  • Relationship Building: Strive to create memorable experiences (incl. for showrooms) that foster long-term loyalty and advocacy, with dealers.  
  • Ensuring Consistency and Quality: Maintain a high standard of service excellence and professionalism in all customer communications and interactions.  
  • Cross-Functional Collaboration: Provide training, guidance, and support to internal teams and to Stanely/Stella dealers on effective communication about new collection and tools. 
  • CRM: Work with the CRM team to develop a strategic advocacy program, where customers insights are understood. Guide the CRM team to develop and provide the right data analytics to develop campaigns according to strategic vision (Growth, lead generation, image building). 
  • Process Improvement: Identify opportunities to streamline and optimize customer communication processes, workflows, and systems. Propose and implement best practices to enhance efficiency, accuracy, and responsiveness in addressing customer inquiries and resolving issues. 
 
You will also conduct regular field visits throughout Europe, working closely with Sales, Trade Marketing, Channels and Brand; and Marketing Communications team members.
Your profile
  • Bachelor or Master's degree in Communications, Marketing, or related field. Master's degree preferred. 
  • 10 years of proven experience in communications, CRM, or marketing roles, with a track record of successful campaigns and projects. 
  • Proven experience in B2B / B2B2C. International corporation or franchise is a plus. Experience with lifestyle brands and premium brand is preferred 
  • Demonstrated leadership skills, with the ability to inspire and motivate a team to achieve excellence, fostering team collaboration, growth and productivity.  
  • Ability to think creatively with a strong sense of business. 
  • Interest in data and with a business acumen 
  • Exceptional writing, with passion for storytelling, and making a positive impact through effective communication; with the ability to craft compelling messages for different audiences and channels. 
  • Skilled in conducting review processes and making pragmatic decisions for qualification purposes. 
  • Experience in managing budgets, timelines, and resources for communication projects. 
  • Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously. 
  • Ability to work effectively in a fast-paced, dynamic environment and collaborate with cross-functional teams. 
  • Proficiency in using communication tools, CRM systems, and other relevant software applications. 
  • Strong problem-solving abilities, with a proactive and solution-oriented mindset. 
  • Great interpersonal skills 
  • Commitment to continuous learning and development, staying informed about industry trends, best practices, and emerging technologies related to customer experience and communication. 
  • Speak fluently English and French or Dutch, additional language is a plus. 
  • Affinity with Stanley/Stella main pillars. 

About us

At Stanley/Stella you will witness a scale-up company who has the entrepreneurial mindset of a start-up. Experimenting and empowering people is key to achieve our challenging goals. Combine this with healthy financial results and the possibilities are unlimited. We live in a multicultural, high-energy environment where we encourage people to take the lead and step out of the ordinary. We don’t talk the talk. We walk the walk.

To do so, we rely on an entire eco-system where everyone is part of our journey. From suppliers and dealers to our own employees… because choosing the right partners empowers innovation and ensures our premium standards & quality we strive for. Innovation run through our veins and is in every aspect of the actions we take. No compromises are made when it comes to our aim for excellence.

Because, we re-invent fashion for a better world…

Are you in for this entrepreneurial journey?

You want to know more about Stanley Stella? Visit us here: careers | Stanley/Stella (stanleystella.com)
We are looking forward to hearing from you!
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