About the role
The Customer Relations Manager Europe 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 CI&TS, commercial teams, and supply chain and by handling and reducing quality complaints effectively.
Within BC, the Customer Relations Manager is an important partner for the customer documentation team, guiding them in handling customer queries by providing customer insights and technical expertise related to products, processes and certifications.
The position also serves as backup to the Customer Value Director, Europe, contributing to regional customer value strategy, issue management and customer relationship governance.
Key responsibilities include
Customer Partnership & Business growth
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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.
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Lead regular customer meetings on quality performance , reviewing performance metrics, trends, risks and opportunities, projects and collaboration .
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Drive growth by representing Q&FS during customer projects, innovation initiatives and technical discussions in close cooperation with Commercial, CI&TS, and regulatory teams.
Technical expertise, complaint and issue management
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Oversee the handling of complaints and quality issues for assigned accounts, ensuring timely resolution and clear, meaningful feedback.
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Work closely with local quality teams supporting root cause analyses and effective resolution of complex quality matters by providing product, process and customer knowledge.
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Be a key-player in cross-functional issue management, by bringing the customer perspective, ensuring aligned, timely and appropriate communication with the customer.
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Participate in customer audits on request and support sites in preparing and demonstrating compliance
Documentation Expertise
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Provide strong support to the Customer Documentation / Case Management Team, helping them respond accurately and efficiently to customer queries.
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Translate customer requirements into clear guidance for teams handling documentation, certificates, and compliance profiles.
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Ensure customer specifications are validated, correctly interpreted and aligned across sites.
Internal Alignment & Continuous Improvement
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Act as the primary Q&FS contact for assigned accounts, ensuring clear communication of customer expectations.
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Communicate customer requirements to internal stakeholders including certification needs, finished product requirements and regulatory constraints.
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Driving alignment across sites and functions at regional and corporate level to ensure consistent service levels for key accounts
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Share trends on specification compliance and identify opportunities for standardization and continuous improvement.
Backup Responsibilities
Serve as the quality backup for the Regional Customer Value Director Europe for customer‑related topics and issue management.
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