Role Title: In Market Quality Manager IberiaLocation: (preferably) Madrid or LisbonReports to:Directly Iberia Operations DirectorIn - Directly : EMEA Quality & Customer Satisfaction DirectorDepartment: OperationsJob Scope and Main responsabilities: As part of Iberia Operations team, the In Market Quality Manager is responsible to drive the Quality agenda for the full Iberia Geography. This includes both the in- market quality (compliance, customer satisfaction, market signals and NPI) as well as leading functionally the manufacturing quality in the different production and E&M sites (internal standards, product specifications, product control).Areas of responsabilities and related activities:1. Aligning entities QMS, and SoPs to local regulatory requirements.- Implementing a proper market surveillance system (surveys, returns, complaints, etc...) to collect possible incidents in the market if any.- Consolidating, recording and communicating all relevant information gathered from the surveillance system.- Making sure that the management committee of the entity has an action plan based on the surveillance results, and that the progress is monitored with KPIs on a regular basis.2. Leading external regulatory interactions and audits (customer, regulatory body, administrations, etc.)3. Helping implement a continuous improvement and customer centricity culture, follow up for customer returns & complains. Improving customer satisfactions across the geography.4. Managing technical improvement actions related to products and production/ SC processes locally.5. Consolidating quality BSC for the Geography, implementing and following the KPIs6. Ensuring the Quality coordination for the New Products launch and its follow up in the markets.7. Giving alert to EMEA Quality & Customer Satisfaction team in case of,- Significant events- Any negative market signal, returns, customer complaints- Specific quality issue in the manufacturing sideImpact (in function/business area):Quality and Service for internal and external customers influencing customer satisfaction Support development of new business model Cost to serve efficiency Network of interaction:INTERNAL :Operations teams Support functions (finance, HR, IT, Legal, Marketing ...) Business teams EXTERNAL :External contractors Local authorities and regulators Technical Skills:Engineering degree or equivalent > 5 years' experience in managing quality from the field, with a track record of customer satisfaction, quality improvement projects and compliance processes Leadership, business acumen, strategy, dealing with ambiguity, communication, analytical skills, self-organized. Languages:- Fluent English and intermediate Spanish is a must- Portuguese would be a plus#J-18808-Ljbffr
