Director FSQR Global Customer Relations

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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 Director, FSQR Global Customer Relations is a key global leadership role responsible for shaping and driving the company’s customer-facing quality strategy across all regions. Reporting to the Senior Director Global Customer Quality, this role serves as the global interface between strategic customers and the Food Safety, Quality & Regulatory (FSQR) organization, ensuring consistent delivery of customer requirements, proactive risk management, and excellence in quality performance.

The role is critical in protecting business continuity, strengthening customer trust, and enabling sustainable growth by translating complex customer expectations into scalable, standardized global solutions.

• Define and lead the global customer relations strategy within FSQR, ensuring alignment with business priorities and global quality objectives
• Establish and govern standardized processes, tools, and performance frameworks across regions
• Drive harmonization of customer requirements and their integration into global systems and ways of working

• Act as the global quality lead for strategic customers, supporting key accounts on complex or high-impact topics
• Define and steer the global customer engagement model for quality, in partnership with Commercial teams
• Lead executive-level customer interactions on quality, compliance, and performance topics

• Define and monitor global customer quality KPIs (complaints, audits, service levels, compliance status)
• Translate performance data into actionable insights, risks, and improvement plans
• Lead global initiatives to drive continuous improvement in customer satisfaction and operational performance

• Ensure global alignment with customer requirements, regulatory frameworks, and internal FSQR standards
• Oversee major customer escalations, incidents, and crisis situations, ensuring timely and effective resolution
• Strengthen global capabilities in root cause analysis and CAPA execution

• Partner with Commercial, Operations, Regulatory, R&D, Supply Chain, and Sustainability to ensure end-to-end delivery of customer commitments
• Translate customer and regulatory expectations into business-relevant, scalable solutions
• Act as a key contributor to global FSQR leadership priorities and transformation initiatives

• Lead and develop a globally distributed customer relations capability, including regional directors and teams
• Define future operating model, roles, and responsibilities for customer-facing FSQR teams
• Drive…