Job Title: Market Quality Operations Specialist
Location: UK (Flexible)
JOB PURPOSE
1. The MQO Specialist role is focused on Quality in the Go to Market operations.
2. Activities range from implementing, executing, improving, ensuring and providing technical quality support, ensuring in market compliance, customer, logistics partnership and on shelf quality supporting unmissable brand superiority.
3. The function spans all 4 Business Units: Home Care, Personal Care, Beauty & Wellbeing and Foods.
4. Support and lead (where required) incidents with regards to consumer, customer, logistics and local authorities (in cooperation with MQO manager and BU)
5. The job reports into the MQO manager
RESPONSIBILITIES
6. Being FPOC for local country Customer Development & Customer Operations team partner for customer quality issues
7. Acting on critical consumer & customer complaints and requests (communication, actions and monitoring) and setting proper action plans. MQO specialist only supports the response to consumer for critical complaints (=consumer safety, or consumer health, or material damages) where needed. Solving of the issue with the SU, design changes, improvement programs related to consumer complaints to be managed by BU.
8. Ensuring and verifying ongoing compliance to UL Quality management standards in the warehouses through KPI monitoring (QVP, B&R, Dummy test and traceability results) and non-conformance monitoring and management. Technical visits (as needed), general oversight, supporting technical capability assessments and closure of gaps identified for BG led markets only. (Audit will be outsourced or owned by Logistics team).
9. Being a proactive business partner within the BG countries organization, continuously communicating and driving quality improvement programs from MQO perspective.
10. Supporting and where required leading issues, incidents and crises (case dependent - from assistance to lead). Executing market action as per IMT.
11. Initiating targeted analysis of quality data and preparation of KPI based performance reports, number of blocked pallets, number of improvement projects, DC & repacker QVP or physical audit and UBS done per key cells)
12. Monitoring Quality blocked stock, ensuring correct provisioning and leading action to reduce quality defect stock.
13. Lead MSO/quality system audit where relevant. Support BU driven initiatives by doing audits/certifications
14. Training other functions and service providers ( careline, consultants) on quality processes for functional ownership of respective processes.
15. Leading the on-shelf assessment for supporting Unmissable brand superiority .
16. Executing digital process/platform for MQO (, DVOC/pulse usage for consumer analyze, EU customer complaint tracker and PBI, SAP for B&R, quality one for concession validation, WH audit and PQNC, UBS App for on shelves Quality Check and Microsoft Copilot to simplify MQO tasks)
17. Identifying and transferring "Best Practices" into the business
18. Proactively driving a Quality culture value across the company, engaging people and making them accountable for their own area of responsibility
19. Being a proactive member of the European Quality network, participating to workstreams, and ensuring the local program is aligned to the Global program.
ALL ABOUT YOU
PREFERRED:
20. 3+ years in Quality role
KEY REQUIREMENTS
21. Bachelor/master's degree in general sciences or technical discipline (preferred: Biology, Chemistry, Engineering, Food Science or Microbiology degree)
22. Minimum 3 years FMCG (fast moving consumer goods) business experience in Quality, R&D or Manufacturing
23. Proven and recognized achievements in risk and change management
24. Auditor experience is strongly preferred
25. Fluent in English and in the market language
26. Strong digital skills
27. Able to work organized and structured even when put under pressure
28. Local regulatory/compliance knowledge preferred
Standards of Leadership:
29. Passion for High Performance
30. Consumer Love
31. Agility
32. Personal Mastery
33. Purpose & Service
NOTES
What We Offer
Not only do we offer a competitive salary and pension scheme, we also offer an annual bonus, free gym, a discounted staff shop and shares. You’ll have the opportunity to work directly with our renowned and exciting brands in a flexible and hybrid working environment.
Whilst the role is advertised on a full-time basis, we would be happy to discuss possible flexible working options and what this may look like for you. We are a key advocate of wellbeing and offer a variety of support for our people including hubs, programmes and development opportunities. We strive to achieve a family-friendly and inclusive workplace and to, above all, create possibilities for all.
Diversity at Unilever is about inclusion, embracing differences, creating possibilities and growing together for better business performance. We embrace diversity in our workforce. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. We are also more than happy to provide reasonable adjustments during our application and interview process to enable you to be present your best self. To find out more, click here: Equity, Diversity & Inclusion
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