Meet the team
Leonie Stanley
Operations Director, Euphoria Telecom
Connect on LinkedIn →Telecoms veteran. Operations leader. A career built around customer experience — because paying attention to what your customers want never goes out of fashion.
When I'm not at work
Beyond the desk
In my own words
What I think about running operations well
What's actually the job of an Operations Director?
Make the experience match the promise. The marketing, the product, the brand — they all set an expectation. Operations is what either honours that expectation or breaks it. My job is to design the processes, the people structures and the feedback loops so the experience is consistently the one we said it would be.
What did you walk into at Euphoria?
A fundamentally healthy operation with a genuinely service-obsessed culture — and the kind of growth that always exposes process gaps. The work was less about overhaul and more about deliberate redesign: simplifying engagement channels, tightening hand-offs, and turning customer signal into action faster than we used to.
Why is listening such a recurring theme for you?
Because it's the cheapest and most under-used business tool I know. Listening only matters when it shows up in what changes afterwards. The companies that act on what they hear — from customers and from their own teams — are the ones building real trust and real loyalty. Everyone else is just performing it.
What does a good day look like?
A day where something gets quietly better for a customer they didn't have to ask for. A team conversation that surfaced a real issue. A process that got a little simpler. The unglamorous stuff — that's where the work lives.
Written by Leonie
Articles from Leonie's desk
2 pieces on brand, marketing, and the work behind Euphoria Telecom — straight from Leonie.
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Cape Union Mart modernises its communications platform with Euphoria Telecom
How Cape Union Mart migrated 1,400 phones across 250 stores, three factories, a warehouse and regional offices to Euphoria's cloud platform — on a six-month deadline, with no operational downtime.
Read the post -
Why listening is an underrated business strategy
Read the post
Behind the role
Operations, with the customer at the centre.
I joined Euphoria Telecom as Operations Director in March 2024 — bringing two decades of experience leading client services and operations in the South African telecoms space, alongside a side passion for NLP coaching that's shaped how I think about people, teams and feedback.
Two decades in South African telecoms.
Before Euphoria, I led client services as Executive Manager at Nashua Communications, then ran multiple operational divisions at Telviva — covering service activation, project management, the network operations centre, change management, supplier oversight and customer assurance.
It's a background that taught me one thing above all: in this industry, operations is the customer experience. Everything from how fast a service goes live to how a flagged call gets handled lives or dies at the operations layer.
Joining Euphoria.
I joined Euphoria Telecom in March 2024 alongside our incoming MD Warren Hawkins and CTO Nic Laschinger — with a clear remit: reorganise our processes, improve the overall customer journey, and make it easier for businesses to engage with us at every step.
What drew me here was simple. Euphoria is a brilliant product with an exceptional culture and a genuine commitment to service. My job is to make sure that promise lands consistently — every call, every ticket, every flagged interaction.
Listening, on purpose.
I review flagged customer service interactions daily. Not as a compliance exercise — as a learning loop. Every awkward call, every escalation, every piece of feedback is a signal we can either act on or ignore. Listening only counts when it changes what happens next.
It's a philosophy that's grown out of years in the category and out of my work as an NLP coach. The companies that genuinely hear their customers and their teams aren't the loudest in the room — they're the ones still around in ten years.
Featured work
Leonie in the press & on the blog
Press features and opinion pieces where I share my perspective on operations, customer experience, leadership and the underrated power of really listening.
Euphoria Telecom announces new leadership
The announcement of my appointment as Operations Director, joining Warren Hawkins and Nic Laschinger to lead the next chapter at Euphoria.
Read the articleWhy listening is an underrated business strategy
My take on why listening — and acting on what you hear — is one of the most underrated tools in any leader's kit.
Read the articleListening as a leadership skill
Why listening only counts when it shows up in what changes afterwards — and how to build it into how a business actually runs.
Read the postCape Union Mart modernises communications with Euphoria Telecom
How a household-name South African retailer modernised their voice infrastructure with Euphoria — and what it took to land it operationally.
Read the postExplore Euphoria
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Euphoria Telecom has been in operation since 2010 and our very first customer – Altech Isis – is still with us 16 years later on a month-to-month contract.
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