RegionalCustomerExcellenceManager

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