Stanley/Stella

Customer Excellence Manager

Stanley/Stella  •  Kingdom of Belgium (Onsite)  •  23 days ago
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Job 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)
Stanley/Stella

About Stanley/Stella

Founded in 2012, Stanley/Stella is a European leader in premium, sustainable blank apparel, driven by innovation, sustainability and unmatched quality. Our mission is to transform the textile industry by setting a new standard in premium basics, creating garments that respect both the planet and the people who produce them.

With a strong commitment to sustainability and fair labour practices, we stand out through five core pillars: design, decoration, sustainability, cotton and customer service. Each product we create reflects our dedication to excellence, ensuring premium-quality items that never compromise on environmental or social responsibility.

Driven by the vision of our founder, Jean Chabert, we focus on meaningful change in fashion. By collaborating with carefully selected factories that share our values, we aim to lead the way towards a more responsible future for the industry.

Like no other.

Industry
Fashion & Apparel
Company Size
201-500 employees
Headquarters
Brussels, BE
Year Founded
2011
Website
stanleystella.com
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