Customer Product Development Manager ANZ (based in Melbourne)


Singapore, 01, SG, 039192

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 PD Manager drives the customer PD function within the country scope. Directs a team of PD technologists’ in-line with the overall R&D roadmap and business strategy. The customer PD manager acts as the technical face to the customer by advising customers in application and choice of the right product suitable for their setup. Ensures that technical support to existing and new customers is being provided. Creates new market opportunities by leveraging the customer network and product innovations. Runs training courses about the full product range and application for customers. Is responsible for the supervision and development of the members of his team and providing guidance in critical situations.


The scope of the activities cover:

Countries: Australia & New Zealand

Customers: FM (non-corporate Accounts and corporate Accounts) – Cocoa & Gourmet


Key responsibilities include

  • Obtain Insights to Better Understand Trends and Customer Needs and Generate Ideas; Translate Insights into Concrete Ideas for Specific Customers, e.g. Brainstorm between Product Experts, Technical Service, Sales, and Marketing on Customer Target Group for Newly Developed Product from Global or Regional R&D team
  • Demonstrate New Product to Customer and Check Interest, e.g. Inspiration Day, Customer Visit to Present New Product; Perform Onsite and Offsite Customer General Trainings with the support of Product Expert / Application team. Provide physically or remotely assistance to industrial trials at the customer for new products, independently and with the support of the Technical Services Team
  • Contact customers to ensure understanding and ask further details on request. Receive Request from Customer to Create a New or Modify an Existing Solution; Balance Time and Resource Effort vs. Benefits of the Request, e.g. Discuss Feasibility, Assess risks, Ensure Compliance with Business Standards. Define Application Types Conform Customers Specs
  • Evaluate the first industrial trial and check the workability of the delivered solution. Collect Customer Feedback on Sample and Testing and Define Next Steps in Product Creation; Receive Customer Feedback on Industrial Trials and Define Refinements if Needed
  • Regularly communicate and align with Customer and Stakeholders on Project Content and Status
  • Develop a strategy plan for key customers along with the sales team & line manager
  • Drive continuous improvement initiatives reprocesses, technologies, and organization and Promote information and knowledge sharing with others
  • Acts as the technical face to the customer by advising customers in application and choice of the right product range, suitable to the installation and physical environment of the customer’s needs.
  • Work closely with and advise Sales and Marketing linked to specific product or application need suitable to the brand’s operational footprint and align on product presentations.
  • Provide technical support to existing and new customers, and create new market opportunities.
  • Ensure to maintain a good overview of customer capabilities, product portfolio, future projects, and launches.
  • Assure the development of internal and external clients’ relations and maintain communication.
  • The draft clear project brief for the Product Experts & Technical Lifecycle Management. Work with R&D Product Experts to challenge customer requests.
  • Establish continuous knowledge transfer from the customer to Product Experts, Technical Lifecycle Management, and Technical Services.
  • Present findings such as customer need and views internally to achieve shared goals.
  • Ensure that a long-term application service is maintained and reviewed with all customers. Take the lead in organizing/running training, assigning the right people, and involve other R&D functions where necessary – for customers and potentially internal staff as well.
  • Jointly analyze and review with the Product Expert results obtained in the production of the samples produced at pilot or production scale.
  • Internal Stakeholders
    • R&D VP: Provide projects key highlight
    • Head of PD-SEAA: Update on project activities & priority management
    • PD Technologists & Product expert team: Provide guidance and support and draft clear project briefs to PE team
    • Application team: Ensure that proper application service is maintained
    • Sales VP: Provide projects key highlight
    • Sales managers: Drive customer requests briefs based on sales input & update
    • Marketing: Align on products presentations (e.g innovation days)
  • External stakeholders
    • PD face to customer: advice on choice of right products suitable for customer application and provide basic technical-industrial support to customers when the need arises


About you

  • Bachelor / Master Degree in Food Science or similar
  • Min.7 to 9 years of experience in the food industry preferably chocolate or cocoa
  • Industrial application knowledge for various segments (Basic to mid-level)
  • Experience in Project Management & New product development process
  • Excellent communication & presentation skills
  • Experience in Sales or client interaction
  • Good knowledge of working tools (MS Office, Salesforce, and SAP)
  • Fluent Business English


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