Regional Customer Excellence Manager

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**. ### **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** * 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)