Customer Excellence Manager

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.

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