Director FSQR Customer Relations

About The Role

Barry Callebaut is a global organization committed to growth, sustainability, innovation, and excellence in quality and supply chain solutions. This role is crucial for shaping and driving the company's customer-facing quality strategy globally.

Key Responsibilities

• Define and lead the global customer relations strategy within FSQR, ensuring alignment with business priorities and global quality objectives.
• Establish and govern standardized processes, tools, and performance frameworks across regions.
• Drive harmonization of customer requirements and their integration into global systems and ways of working.
• Act as the global quality lead for strategic customers, supporting key accounts on complex or high-impact topics.
• Define and steer the global customer engagement model for quality, in partnership with Commercial teams.
• Lead executive-level customer interactions on quality, compliance, and performance topics.
• Define and monitor global customer quality KPIs (complaints, audits, service levels, compliance status).
• Translate performance data into actionable insights, risks, and improvement plans.
• Lead global initiatives to drive continuous improvement in customer satisfaction and operational performance.
• Ensure global alignment with customer requirements, regulatory frameworks, and internal FSQR standards.
• Oversee major customer escalations, incidents, and crisis situations, ensuring timely and effective resolution.
• Strengthen global capabilities in root cause analysis and CAPA execution.
• Partner with Commercial, Operations, Regulatory, R&D, Supply Chain, and Sustainability to ensure end-to-end delivery of customer commitments.
• Translate customer and regulatory expectations into business-relevant, scalable solutions.
• Act as a key contributor to global FSQR leadership priorities and transformation initiatives.
• Lead and develop a globally distributed customer relations capability, including regional directors and teams.
• Define future operating model, roles, and responsibilities for customer-facing FSQR teams.
• Drive capability building in customer engagement, compliance, and issue management excellence.

About You

• Bachelor’s/Master’s degree in food science/food technology or equivalent.
• 12–15+ years of experience in FSQR / Quality / Regulatory roles, including strong customer-facing exposure.
• Proven experience in global or multi-regional leadership roles.
• Strong background managing complex stakeholder environments and strategic customers.
• Fluent English, additional languages are an asset.
• Practical experience to handle complexity and ambiguity.
• Customer-focused, oriented on problem solving, positive mindset.
• Regulatory and legal understanding.

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.

Company Overview

We are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong.