ABOUT THE ROLE
The Customer Quality & Quality in Design Manager is responsible for ensuring that products are designed with quality and customer value at the forefront. This role also is responsibleto ensure that the customer feedback (complaints, enquiries, technical documentation requirements, etc.) are addressed in a timely manner. The role involves collaboration with customer, CI&TS, Sales and plant operations to integrate quality principles into the product, process and facility design process and ensure that customer needs and expectations are met or exceeded at factory level. The manager will lead initiatives to enhance customer satisfaction, reduce complaints and drive continuous improvement within the factory.
KEY RESPONSIBILITIES
* Monitor and analyze customer feedback, complaints, and quality metrics to identify trends and improvement needs
* Collaborate with production, engineering, and customer service teams to address quality issues and implement corrective actions
* Provide input to customer care for resolving cases and complaints effectively
* Ensure BC quality standards are integrated into product design, development, and factory processes during product transfers and new product introductions
* Work with product development, engineering, and project teams to embed customer requirements into product design and transfers
* Participate in NPI/PTF reviews, performing quality risk assessments and recommending timely improvements, including ingredient reviews
* Lead cross‑functional teams in root cause analysis (RCA) and corrective actionsfor design‑related quality issues
* Promote a strong quality culture, customer focus, and compliant innovation through training and awareness
* Review customer quality performance, report findings to senior factory management,and lead customer‑driven quality improvement projects
* Represent the factory in customer audits, ensure customer requirements are met,and collaborate with the QA Performance & Projects Manager on related initiatives
ABOUT YOU
* Bachelor’s degree in chemistry, Biology, Microbiology, Industrial/Business Engineering or Food Science or equivalent (or Engineering degree with 5 plus years in food quality assurance)
* A minimum of 5 years’ experience in quality, CI&TS (Customer Innovation and Technical Support), operations, engineering, process
* A former role with customer’s interactions is a plus
* Knowledge in food safety, including formal training in HACCP
* Formal training in Global Food Safety Initiative (GFSI) food safety standards, preferably FSSC22000 or British Retail Consortium (BRC)
* Solid knowledge of GMP, Pathogen Environmental Monitoring and Facility/Equipment Design
* ASQ certification is a plus
* Strong written & verbal communication skills, analytical ability, leadership strengths and ability
* Proficient in MS Office software
* Strong interpersonal and leadership skills with ability to work effectively with a team are required
* Ability to multi-task, drive multiple projects to completion
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