Customer Operations Specialist B2B Hospitality

Great partner experiences depend on the right systems, accurate information and smooth processes behind the scenes. As Marie-Stella-Maris grows its Hospitality partnerships, strong operational support helps our commercial team and partners work effectively together.

We’re looking for a Customer Operations Specialist B2B Hospitality to help build and improve the operational framework for our Hospitality channel. You’ll manage partner and product data, support our B2B portal and Salesforce processes, and coordinate operational questions across teams. You’ll help make it easier for our partners to work with us and for our commercial team to grow the channel.

About Marie-Stella-Maris

Marie-Stella-Maris is a renowned lifestyle and beauty brand where design, conscious living and social impact come together. Founded in Amsterdam, we create elevated home and body care essentials that enhance everyday routines while contributing to a greater purpose. Through our products and initiatives, we contribute to clean drinking water projects worldwide.

Driven by creativity, social responsibility and an entrepreneurial spirit, Marie-Stella-Maris moves with intention, refined in execution and committed to making a positive impact through everything we create.

The Position

In this role, you’ll implement and continuously improve the operational processes that support our Hospitality partners and commercial team. You’ll maintain partner, product, pricing and assortment data across Salesforce, the B2B portal and our new ERP system, helping ensure that information and customer access are accurate and consistent.

You’ll act as the Hospitality power user for Salesforce and the B2B portal, supporting system implementation, testing, training and adoption. You’ll also coordinate operational questions about orders, fulfilment, delivery, invoicing, returns and credits, working closely with Account Management, Supply Chain and Finance to make sure issues are followed through to resolution.

What you’ll do

Maintain data and improve processes

• Own and maintain Hospitality partner, product, pricing and assortment data across Salesforce, the B2B portal and the new ERP system.

• Ensure assortments, commercial conditions, product information and partner access are set up correctly.

• Monitor data quality and resolve inconsistencies between systems.

• Maintain clear processes, working instructions and data quality controls.

• Support system testing, implementation, training and user adoption.

• Identify opportunities to automate repetitive tasks and reduce manual work.

Coordinate partner operations

• Monitor the end-to-end operational journey of Hospitality partners.

• Coordinate questions about orders, fulfilment, delivery, invoicing, returns and credits.

• Make sure operational issues have a clear owner, next action and resolution date.

• Monitor service levels and escalate operational risks or delays.

• Analyse recurring issues and initiate structural improvements.

• Provide input for dashboards and operational reporting.

Improve commerce operations

• Set up, manage and continuously improve the B2B portal for Hospitality partners.

• Support partners in using the portal and encourage adoption.

• Act as the Salesforce power user for Hospitality, improving workflows and backend functionality.

• Help shape the Hospitality opportunity flow and customer lifecycle within the wider B2B framework.

• Coordinate partner aftercare and follow up on open questions in a timely and consistent way.

• Support new partner openings, commercial implementations and activations from an operational perspective.

Collaborate across teams

• Work closely with Account Management, Supply Chain, Finance, BT, Marketing and external service providers.

• Ensure Supply Chain and Finance receive complete and accurate information.

• Improve handovers between teams and clarify responsibilities.

• Communicate operational risks, dependencies and progress clearly.

• Involve the commercial account owner when an issue affects commercial agreements or the partner relationship.

• Represent Hospitality requirements in ERP, Salesforce, portal and process development projects.

What you bring

You’re proactive, structured and service-minded, with a practical approach to solving problems. You take ownership of issues and follow them through, while keeping an eye on the bigger picture. You enjoy improving systems and processes, and you’re comfortable working with different teams to create a smooth experience for partners.

We’re looking for someone with:

• At least three years of relevant experience in customer operations, sales operations, master data, order management or a comparable B2B role.

• A bachelor’s degree or equivalent working and thinking level, preferably in Business Administration, Supply Chain Management, Commercial Economics or Operations.

• A good understanding of order-to-cash processes, including fulfilment, invoicing, returns and credits.

• Experience working with CRM, ERP and B2B ordering systems.

• Experience with Salesforce and master data management is strongly preferred.

• Experience improving operational processes, systems or data quality.

• Confidence working with operational data, dashboards and performance indicators.

• Strong analytical and problem-solving skills, with an accurate and structured way of working.

• The ability to manage multiple priorities and collaborate with commercial, operational and financial teams.

• Fluency in Dutch and English, both spoken and written.

• Experience in hospitality, premium consumer goods, beauty, lifestyle or FMCG is preferred.

• An affinity with hospitality, premium brands, sustainability and the social mission of Marie-Stella-Maris.

What’s in it for you?

You’ll play an important role in creating a smooth operational foundation for our growing Hospitality channel. You’ll work across teams, improve the systems and processes that support our partners, and help create a premium experience throughout the customer journey.

Alongside a competitive salary, we offer:

• 25 vacation days based on a full-time contract, plus your birthday off

• Two additional days for social responsibility

• The opportunity to go on a workcation

• A pension contribution

• 20% discount on Marie-Stella-Maris products and Refill at the office and in our boutiques

• A healthy lunch at the office

• An iPhone and laptop

Interested?

We’d love to hear from you. Apply through the button below and tell us what you’d bring to the role.