Customer Relations Manager AMEA

About the role

The Customer Relations Manager AMEA is the Quality & Food Safety interface between Barry Callebaut and its key customers, ensuring alignment between customer expectations and the company's global FSQR standards and operational capabilities. In this role, he/she drives consistent implementation of customer quality requirements across BC sites and functions. This role is critical in building long-term customer trust and relationships by enabling customer solutions in collaboration with R&D, commercial teams, and supply chain and by handling and reducing quality complaints effectively. This position supports AMEA and selected global customer accounts, many of which operate in multiple countries and manufacturing sites.

Key responsibilities

• Act as the primary Q&FS partner for assigned Global/Regional customer accounts, managing their expectations and ensuring alignment with BC's quality, food safety, regulatory and operational policies
• Lead regular customer meetings on quality performance, reviewing performance metrics, trends, risks and opportunities, projects and collaboration
• Drive growth by representing Q&FS during customer projects, innovation initiatives and technical discussions in close cooperation with Commercial, R&D, and regulatory teams
• Oversee the handling of complaints and quality issues for assigned accounts, ensuring timely resolution and clear, meaningful feedback
• Work closely with local quality teams supporting root cause analyses and effective resolution of complex quality matters by providing product, process and customer knowledge
• Be a key-player in cross-functional issue management, by bringing the customer perspective and ensuring aligned, timely and appropriate communication with the customer
• Participate in customer audits on request and support sites in preparing and demonstrating compliance
• Provide strong support to the Customer Documentation / Case Management Team, helping them respond accurately and efficiently to customer queries
• Translate customer requirements into clear guidance for teams handling documentation, certificates, and compliance profiles
• Communicate customer requirements to internal stakeholders including certification needs, finished product requirements and regulatory constraints

About you

• Bachelor's or Master's Degree in Food Science / Food Technology or equivalent
• Experience in Quality Assurance, ideally within food, feed or pharma environment
• Practical experience with audits, certifications and customer quality documentation
• Strong communication skills and the ability to translate technical concepts for non-technical audiences
• Fluent English (other AMEA languages an advantage)
• Willingness to travel for customer meetings and audits