Customer & Quality In Design Manager
Barry Callebaut —Banbury
- Engineering
- Microsoft Office
- Analysis skills
Senior Education Support Administrator - School of Engineering - 99576 - Grade 5
University of Birmingham —Birmingham
- £30,062 - £35,883 a year
- Full-time
- Customer service
- University
- IT
- Annual leave
- Sick pay
6d

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Customer & Quality In Design Manager

Barry Callebaut -
Banbury

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Job details

Qualifications

Biology
Engineering
Microsoft Office
Analysis skills
Quality assurance
Bachelor's degree
HACCP
Continuous integration
Environmental monitoring
Root cause analysis
Food safety
Leadership
Communication skills

Full job description

Customer & Quality In Design Manager

Location:

Banbury, GB, OX16 3UU

At Barry Callebaut, we are on a journey to transform the cocoa and chocolate industry. As the world’s leading manufacturer of high-quality chocolate and cocoa products, our actions truly shape the future of our industry. We are a business-to-business company, serving the entire food sector, from the cocoa bean to the finest chocolate product. We are a company with a purpose, we believe in doing well by doing good and reinvesting in the communities we operate. We have a long-standing commitment to sustainability and our goal is to shape a sustainable cocoa and chocolate future. We are headquartered in Zurich, and have more than 12,000 passionate Employees working in more than 40 countries worldwide. We are very proud of who we are and what we do. And of course, we are always looking for talented people to help us have a positive impact on our industry and beyond!

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 responsible to 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 actions for 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

At Barry Callebaut, 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. #oneBC - Diverse People, Sustainable Growth.

If you want to learn more about Barry Callebaut, please find further information here.

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Customer & Quality In Design Manager

Senior Education Support Administrator - School of Engineering - 99576 - Grade 5

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