Customer Excellence Manager at Stanley/Stella

Auderghem - Oudergem, Brussels-Capital, Belgium -

Full Time

Start Date

Immediate

Expiry Date

09 Sep, 26

Salary

0.0

Posted On

12 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Change Management, Order-to-Cash, Stakeholder Management, CRM, ERP, B2B Operations, Customer Experience Optimization, Inside Sales Leadership, Strategic Planning, Commercial Alignment, Digital Transformation

Industry

Retail Apparel and Fashion

Description

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.

Responsibilities

Lead and structure the Customer Care and Inside Sales organization across BNL, Nordics, CEE, and UK markets to drive growth. Focus on operational efficiency, organizational transformation, and optimizing end-to-end customer processes.