Director FSQR, Customer Relations Americas

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Location:

Chicago, US, 60654

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!

Barry Callebaut is a global organization poised for growth; a company which has embraced the vision to delight its customers, while out-performing its competitors, a business which is committed to sustainability, has innovation in its DNA, is a leader in complex manufacturing and supply chain solutions and is focused on being a best-in-class employer. Barry Callebaut seeks diverse and passionate people who thrive in a dynamic environment, focused on continuous learning, living Barry Callebaut (BC)’s Values and of course loving chocolate.

The Regional FSQR Customer Relations is a strategic leadership role responsible for defining and driving the regional customer quality strategy, ensuring alignment between customer expectations, regulatory requirements, and internal Food Safety, Quality & Regulatory (FSQR) standards. The role acts as the primary regional interface for customer quality, partnering with key customers, commercial teams, and global functions to deliver consistent quality performance, manage risks, and strengthen long-term customer relationships.

This position plays a critical role in protecting business continuity, enhancing customer satisfaction, and enabling sustainable growth through robust quality governance, operational excellence, and continuous improvement.

• Define and execute the regional customer quality strategy, aligned with global FSQR and business objectives
• Establish governance frameworks, KPIs, and performance management systems to ensure consistent execution across sites
• Drive standardization and digitalization of customer-related quality processes

• Act as the senior quality contact for key regional customers, ensuring proactive engagement and strong partnerships
• Lead customer performance reviews and drive improvement actions based on insights and trends
• Manage escalations and ensure effective resolution of critical issues and complaints

• Define, monitor, and drive customer quality KPIs and service levels across the region
• Lead root cause analysis and ensure sustainable corrective and preventive actions (CAPA)
• Identify trends, risks, and improvement opportunities, driving continuous performance improvements

• Ensure full compliance with customer requirements, regulatory frameworks, and internal standards
• Support and participate in external audits and assessments, leveraging insights to improve processes
• Oversee issue management and customer communication during incidents

• Collaborate closely with Commercial, Operations, R&D, Supply Chain, and Sustainability teams to ensure end-to-end alignment
• Translate customer and regulatory requirements into scalable operational solutions
• Drive alignment across global and regional stakeholders

• Lead and develop a high-performing regional customer quality team
• Build capabilities in customer engagement, compliance, and issue management
• Foster a culture of accountability, collaboration, and continuous improvement

• Bachelor’s/Master’s…