Customer Operations Manager, EMEA

Stanley 1913; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

Job summary

Stanley 1913 is seeking a Customer Operations Manager to lead end-to-end customer operations across EMEA from Amsterdam. You will drive onboarding, activation, and cross-functional collaboration with Sales, Finance, Logistics, and IT to protect revenue and deliver a best-in-class customer experience.

The role requires 5+ years in Customer Operations or related fields, strong stakeholder management, and experience with ERP/CRM systems (Oracle or Salesforce).

Qualifications

• 5+ years of experience in Customer Operations, Customer Service, Sales Operations, Supply Chain, or Order Management.
• Strong stakeholder management and problem-solving skills.
• Fluent English is required; other European languages are a plus.
• Experience with ERP and CRM systems (Oracle and/or Salesforce a plus).

Responsibilities

• Lead setup and activation of new B2B customers.
• Oversee customer operations, order processing, deliveries, and related support.
• Monitor operational KPIs, drive corrective actions to improve performance.
• Lead the resolution of customer disputes, deductions, chargebacks, and invoice discrepancies.
• Coordinate cross-functional teams and ensure clear communication and escalation paths.

Skills

Customer Operations

Customer Service

Sales Operations

Order Management

Data Reporting

Tools

Oracle

Salesforce

Power BI

Job description

About us

Stanley 1913 Brand has fueled the human experience since the iconic Stanley vacuum bottle revolutionised the way people enjoyed food and beverage. Today, our colourful and thoughtfully designed products including the popular Quencher™ series go beyond function, elevating everyday moments with style and empowering active lifestyles. We’re a community of creators, builders, and inventors who believe in creating sustainable products for a better life and world that minimises our impact on the planet. Learn more atwww.stanley1913.com. Our teams are spread all over the world, with our head‑quarters based in Seattle, WA. The European team is located in the centre of Amsterdam, from where we lead our efforts in sales, marketing, product development, logistics, and finance across the entire EMEA region. We are a diverse and entrepreneurial team that enjoys working in a fast‑paced environment. Driven by purpose, passion, and performance, we rise to new heights together. If you are up for a new challenge, we would love to talk!

Position Overview

The Customer Operations Manager is responsible for leading and improving the end‑to‑end customer operations experience across EMEA. This role ensures smooth customer onboarding, operational excellence, issue resolution, performance management, and cross‑functional collaboration to deliver an outstanding customer experience while protecting revenue and cash flow. The position will also include direct people leadership, with responsibility for managing and developing direct reports within the Customer Operations team.

What You'll Do

Customer Onboarding & Activation

• Lead the setup and activation of new B2B customers.


• Ensure customers can quickly and accurately start doing business with Stanley 1913.


• Drive process improvements and automation initiatives.

Operational Support

• Oversee customer operational support activities, in our local team as well in our overseas shared service centre.


• Remove barriers impacting order processing, deliveries, and customer service.


• Define and manage escalation processes and service levels.

Performance & Compliance

• Monitor operational KPIs, including OTIF, fill rate, service levels, and compliance metrics.


• Identify trends and lead corrective actions to improve performance.


• Develop reporting and business insights for stakeholders.

Dispute Resolution

• Lead the resolution of customer disputes, deductions, chargebacks, and invoice discrepancies.


• Partner with Finance, Supply Chain, Logistics, and Sales to address root causes.

Collaboration & Communication

• Act as the key point of coordination between Customer Service, Sales, Finance, Supply Chain, Logistics, and IT.


• Coordinate the sharing of inventory levels, sales trends, forecasts, and promotional plans to ensure product availability and optimise stock allocation.


• Ensure clear communication and escalation paths for customers and internal teams.

Who You Are

• Ability to translate customer and operational needs into clear processes and practical solutions.


• Strong communication skills with the confidence to manage escalations and align cross‑functional teams.


• Continuous improvement mindset, with a focus on improving customer experience, efficiency, and service quality.


• Proven experience with setting up, expanding or managing a Customer Operations team in a fast‑paced B2B environment.


• 5+ years of experience in Customer Operations, Customer Service, Sales Operations, Supply Chain, or Order Management.


• Strong stakeholder management and problem‑solving skills.


• Experience with ERP and CRM systems (Oracle and/or Salesforce experience is a plus)


• Comfortable working with data and performance reporting (PowerBi experience is a plus)


• Fluent English is required, other European language is a plus

Please note that this position is based in Amsterdam. We do not offer relocation support or visa sponsorship for this role.

Stanley 1913 is committed to a diverse and inclusive work environment. Stanley 1913 is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please reach out to [e-mail].

Stanley 1913 is a total rewards company, which includes rewards beyond base salary.

About our parent company: Morgan Street Holdings

Morgan Street Holdings’ portfolio provides best‑in‑class sourcing and supply chain capabilities, brand‑defining marketing and promotion services, innovative consumer products, and dining and refreshment food solutions. Morgan Street Holdings employs over 10,000 people and serves 300+ customers across the globe. Morgan Street Holdings supports the Stanley 1913 brand with competitive pay and benefits, along with exposure to diverse industries and professional networking and development opportunities.