Description The Quality Manager is accountable for driving quality excellence across the Packaging Business Unit by leading root cause investigations, resolving customer claims, and ensuring compliance with quality standards. This role acts as the primary liaison between manufacturing sites, technical teams, and commercial stakeholders to improve customer satisfaction and reduce opportunity costs Responsibilities 1. Customer Quality & Claim Resolution Own end-to-end management of customer complaints and claims, ensuring timely resolution and clear communication of corrective actions. Provide customers with accurate quality data and root cause analysis reports. 2. Quality Investigations & Continuous Improvement Lead complex divisional investigations for escalated quality issues, driving Accelerated Root Cause (ARC) processes. In collaboration with R&D/GSC Standardize test methods and quality control plans across sites. Identify systemic issues and implement preventive measures to reduce recurrence. Offer support and business insight to R&D/GSC on the implementation of robust processes for formulation reviews to mitigate and overcome potential risks in formulation. 3. Collaboration & Stakeholder Engagement Partner with Plant Quality Managers to execute regional quality plans and share best practices. Support new product introductions and formula changes, ensuring quality requirements are met. In collaboration with R&D/GSC ensure effective product scale up processes are in place and adhered to Actively participate in customer audits and internal audits, ensuring compliance with ISO 9001 and company standards. 4. Data Integrity & Reporting Maintain accurate quality metrics and dashboards (QRB/BMS) for Packaging BU. Analyze quality data to identify trends and actionable insights for improvement. 5. Strategic Quality Initiatives Drive divisional and global projects aimed at improving quality performance across multiple sites. Champion continuous improvement methodologies (Lean, Six Sigma) to enhance operational efficiency. Qualifications Bachelor’s degree in Chemistry, Engineering, or related field. Minimum 10 years in Quality, Operations, or Technical roles; coatings or paint industry experience preferred. Proven expertise in root cause analysis, ISO standards, and customer-facing quality resolution. Strong communication, leadership, and data analysis skills. Six Sigma Green Belt preferred. Travelling: Up to 40% within EMEAI region. Our offer to you… Work-life balance that supports your wellbeing Competitive compensation programme Bonus plan to reward your impact Private medical insurance Career growth opportunities in a truly international environment Be part of innovation leaders in the protective coatings industry Access to Sherwin Academy for continuous training at all levels Wellbeing, mental health, women & inclusion networks and support, and ID&E programmes that make a difference LI-JR1