Are you a quality professional who thrives on customer interaction and wants to play a key role in shaping product quality from design through to delivery?

This is a newly created role within a global organisation, offering the opportunity to define and develop how customer quality and “quality by design” is embedded across the factory. You’ll work cross-functionally with operations, development, and commercial teams to ensure products are built with quality at the forefront, while also owning customer feedback, complaints, and continuous improvement initiatives to enhance overall satisfaction and performance.

You will be responsible for, but not limited to:

• Monitoring and analysing customer feedback, complaints, and quality metrics to identify trends and drive improvements
• Acting as a key link between customers and site teams, ensuring queries, complaints, and technical requests are managed effectively
• Collaborating with production, engineering, and customer-facing teams to resolve quality issues and implement corrective actions
• Embedding quality standards into product design, development, and factory processes, particularly during new product introduction and product transfers
• Supporting NPI and product transfer reviews, carrying out risk assessments and recommending improvements
• Leading root cause analysis and corrective action activity for design and process-related quality issues
• Driving a strong customer-focused quality culture through training, engagement, and continuous improvement initiatives
• Reviewing customer performance data and presenting insights to senior stakeholders
• Leading customer-driven improvement projects to reduce complaints and enhance product performance
• Supporting and representing the site during customer audits, ensuring requirements are fully met
• Working closely with cross-functional teams to ensure customer expectations are consistently delivered

What’s required?

• Degree in Food Science, Microbiology, Chemistry, Engineering, or a related discipline
• Minimum 5 years’ experience within quality, technical, operations, or process roles in food manufacturing
• Experience in a customer-facing or customer-focused technical role is highly beneficial
• Strong knowledge of food safety systems including HACCP and GFSI standards (BRC or FSSC22000)
• Good understanding of GMP, environmental monitoring, and factory/process design
• Strong analytical and problem-solving skills with the ability to lead root cause investigations
• Excellent communication and stakeholder management skills
• Ability to manage multiple projects and priorities in a fast-paced environment
• Strong IT skills including Microsoft Office

What’s in it for you?

A unique opportunity to shape a newly created role within a global business, combining customer interaction with technical leadership. You’ll have real influence on how quality is designed into products and processes, with strong opportunities for development and progression.

Do you think you fit the criteria?
Want to find out more about the role?

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