Customer Relations Manager AMEA

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.

About the Role:

1. Customer Partnership & Business growth:

• Act as the primary Q&FS partner for assigned Global/Regional customer accounts. Manage their expectations, ensure 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.

2. Technical expertise, complaint and issue management

• 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, ensuring aligned, timely and appropriate communication with the customer.
• Participate in customer audits on request and support sites in preparing and demonstrating compliance

3. Documentation Expertise

• 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.
• Ensure customer specifications are validated, correctly interpreted and aligned across sites.

4. Internal Alignment & Continuous Improvement

• Act as the primary Q&FS contact for assigned accounts, ensuring clear communication of customer expectations.
  Communicate customer requirements to internal stakeholders including certification needs, finished product requirements and regulatory constraints.
• Driving alignment across sites and functions at regional and corporate level to ensure consistent service levels for key accounts
• Share trends on specification compliance and identify opportunities for standardization and continuous improvement.

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

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.