Head of Customer

Hello

Welcome to our team where you will be able to share your knowledge, your expertise and develop yourself in the most inspiring way. We are passionate about the planet and people and, as a B-Corp, we are driven to increase our positive impact on society and the environment.

We are focused on delivering our mission to Help Beauty Brands Perform – and we have exciting plans to grow our business in a sustainable way: fostering collaborative relationships which spark innovation and creativity, and drive results for our stakeholders. Are you ready to be challenged?

Who we are

Quadpack is a global manufacturer and provider of packaging solutions for beauty brands. With offices and production facilities in Europe, the US and the Asia Pacific region, as well as a network of strategic partners, we develop sustainable and innovative packaging for skincare, makeup and fragrance brands. We are proud to offer creative solutions to help beauty brands perform.

The Mission of this Role

As our Head of Customer & Supplier Quality, you will lead a dedicated team responsible for ensuring the highest quality and reliability of our products, building our clients' satisfaction and trust. You will also drive Supplier development and continuous improvement across Europe. This position plays an important role in maintaining Quadpack's reputation for excellence in the beauty packaging sector.

Key Responsibilities

• Client Engagement & Satisfaction: Serve as the primary point of contact for quality-related discussions with clients, understanding and addressing their specific needs and expectations.
• Issue Resolution: Lead efforts to address concerns and complaints of our clients, implementing corrective and preventive actions to resolve issues and prevent recurrence.
• Cross-Functional Collaboration: Work closely with Sales, Marketing, R&D, Innovation, and Manufacturing teams to integrate customer requirements into our management processes, and ensure quality is integrated throughout the product lifecycle.
• Suppliers: Monitor supplier quality performance; drive supplier maturity development and continuous improvement; conduct audits of existing suppliers to assess compliance with quality standards and identify areas for improvement; support Sourcing in qualifying new suppliers in the EMEA region.
• Product Development: Provide the required Quality Engineering support and promote use of statistical tools in product design and development activities.
• Laboratory: Lead and manage the daily operations of our main laboratory in Barcelona, as well as oversee the operations of other laboratories in the group, including workflow, equipment maintenance and staff supervision.
• Quality Systems: Implement and manage systems to gather customer feedback and analyze quality and reliability data to identify trends and areas for improvement.
• Audits and Inspections: Oversee audits and inspections, ensuring readiness for both internal and external reviews. Liaise with clients and providers regarding compliance with follow up actions, as necessary.
• Reporting: Prepare and present reports to senior leadership, highlighting key performance indicators (KPIs) and progress on quality initiatives.
• Team Leadership: Lead a team of quality professionals in developing and executing quality improvement initiatives based on customer feedback.
• Culture Promotion: Foster a customer-centric culture and sense of reliability within the organization, promoting best practices and continuous learning.

What We're Looking For

• Educational Background: Master's Degree in Engineering, Materials Science, Chemistry or a related field strongly preferred.
• Experience: Minimum of 10 years relevant experience, including experience leading the quality function and teams.
• Technical Expertise: Strong understanding of quality management principles, methodologies, and tools.
• Customer Focus: Proven track record of supporting the positive resolution of customer issues and managing customer escalations effectively.
• Leadership Skills: Exceptional ability to lead and motivate teams, manage projects, and drive organizational change. High motivation and strong organizational skills; goal and people orientation; ability to operate independently and make decisions with minimal supervision.
• Communication: Excellent verbal and written communication skills, with the ability to effectively convey complex technical information to diverse audiences.
• Languages: English and Spanish fluency required, French and/or German would also be a distinct advantage