Director FSQR, Customer Relations Americas

About The Role

Barry Callebaut is a global organization committed to growth, sustainability, innovation, and excellence in food safety, quality, and regulatory compliance. As a leader in complex manufacturing and supply chain solutions, Barry Callebaut is dedicated to being a best-in-class employer and fostering a dynamic, inclusive work environment.

Key Responsibilities

• Define and execute the regional customer quality strategy, aligning with global FSQR and business objectives.
• Establish governance frameworks, KPIs, and performance management systems to ensure consistent execution across sites.
• Drive standardization and digitalization of customer-related quality processes.
• Act as the senior quality contact for key regional customers, ensuring proactive engagement and strong partnerships.
• Lead customer performance reviews and drive improvement actions based on insights and trends.
• Manage escalations and ensure effective resolution of critical issues and complaints.
• Define, monitor, and drive customer quality KPIs and service levels across the region.
• Lead root cause analysis and ensure sustainable corrective and preventive actions (CAPA).
• Identify trends, risks, and improvement opportunities, driving continuous performance improvements.
• Ensure full compliance with customer requirements, regulatory frameworks, and internal standards.
• Support and participate in external audits and assessments, leveraging insights to improve processes.
• Oversee issue management and customer communication during incidents.
• Collaborate closely with Commercial, Operations, R&D, Supply Chain, and Sustainability teams to ensure end-to-end alignment.
• Translate customer and regulatory requirements into scalable operational solutions.
• Drive alignment across global and regional stakeholders.
• Lead and develop a high-performing regional customer quality team.
• Build capabilities in customer engagement, compliance, and issue management.
• Foster a culture of accountability, collaboration, and continuous improvement.

About You

• Bachelor’s/Master’s degree in food science/food technology or equivalent.
• Proven leadership experience in regional or global roles, managing complex stakeholder environments.
• Experience in audit management, certifications, and regulatory frameworks.
• Strong managerial experience with leading direct and indirect teams, ideally with background in confectionery/food environment.
• Fluent English, additional languages are an asset.
• Availability to travel for customer meetings, audits (on request), project and departmental meetings.

What You Can Expect From Barry Callebaut

• Salary Range of $160,000 - $180,000, depending on factors such as experience and location, plus annual bonus and our comprehensive benefits package.
• Paid time off, Paid Holidays, and Flex Days.
• An environment that welcomes workplace flexibility.
• An atmosphere where diversity is embraced, and inclusivity is second nature.
• #OneBC - Diverse People, Sustainable Growth.

Benefits

• Environment that welcomes workplace flexibility.
• An atmosphere where diversity is embraced, and inclusivity is second nature.
• #OneBC - Diverse People, Sustainable Growth.