Global Customer Quality Insights Manager

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Ontex is a leading international producer of personal hygiene solutions for babies, women and adults. We distribute in more than 110 countries through leading retailer private labels, as well as under our own brands. The group employs over 10,000 employees, spread around the world. Ontex is listed on Euronext Brussels.

Our people are our most valuable asset. To support and reinforce our Quality team we are looking for a Global Customer Quality Insights Manager.

Mission

Within this role you are responsible to help drive our consumer & customer centricity strategy. You will do so by interacting with our sales and marketing teams as well as the key customers, in this way you ensure feedback from the market is effectively transferred into the organization to drive improvement on product and processes. You can count on the different Consumer complaints systems owner in every plant to support you in this mission.

Main Tasks

• Align with sales and Marketing the top customers to focus on, in line with company strategy markets North-America and Europe
• Built capability in the sales & marketing teams on quality processes and enable the sales teams to pro-actively connect with customer/ markets on quality topics
• Develop and implement a process to ensure quality compliance issues are picked up from the market
• Provide the sales/marketing teams with tools & capabilities to handle major quality issues
• Provide Quality assurance expertise upon business agreements
• Drive the commercial teams to meet quality KPI’s
• Ensure timely quality performance reporting to the group organization
• Ensure an adequate complaint handling process is in place and information is consolidated and analyzed for improvements:
• Enable the sales/marketing teams in analysis of trends on complaints and to drive this through the organization to improve service/ products for the market
• Lead consumer complaints process owners network in the plants and sales teams
• Support the sales team with issue management, special reporting & analysis on consumer comments by supporting customer visits and feedback session
• Lead global Multifunctional teams addressing consumer feedback
• Follow up & drive actions with key functions in Technical Community (R&D, Plants) to ensure ongoing processes to improve based on customer and market feedback (complaints, audits , sales information /feedback)
• Train the organization on quality reporting tools and quality reporting system
• Lead yearly Quality Targets setting with all plants
• Deliver timely update and distribution of the global quality reporting and global quality scorecard (Monthly)
  

Background and Experience

• Master degree in engineering / science (or equal through experience)
• At least 10 years of relevant experiences in a business environment with focus on quality or product technical management function
• Knowledge of Quality management systems as ISO 9001, BRC , IFS , Medical Devices …
• Strong commercial and business insighs
• Experience with leading projects in cross functional teams
• Influencing & communication skills to work with sales, customers and technical experts
• Excellent analytical skills
• Knowledge of IT systems, mainly database-oriented
• Continuous improvement mindset
• Fluent in English, any other language is considered as an asset
  

Interested in a job at Ontex, but want additional information? Contact our HR manager (aeke.van.den.broeke@ontexglobal.com).