Regional Customer Excellence Manager

Belgium (HQ)

Full-time

Permanent employee

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)

About us

Founded in 2012, Stanley/Stella has become Europe’s leading brand for premium and sustainable blank apparel. Our mission is simple yet ambitious: to redefine how responsible fashion is made, distributed and experienced.

We combine contemporary design with uncompromising quality and a deeply embedded commitment to sustainability. Every choice, from the fabrics we select to the long-term partnerships we build, reflects our belief that doing better is not optional; it is essential.

At Stanley/Stella, excellence is not a slogan. It is our way of working. We operate with transparency, respect and an entrepreneurial spirit that empowers every team member to make an impact. Together we are shaping a more conscious and inspiring future for our industry and for everyone who wears our products.

Join a company that leads by example, grows with purpose and creates change that lasts.