Regional Customer Excellence Manager

About the role

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)

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