Senior Director, Market Quality & Food Safety

The QFS CBU Market Senior Director is responsible for all market related QFS topics and accountable to make sure all market observations, preferences and issues are being channelled through the most efficient way across different functions and stakeholders: Consumer and Customer voice and connections, Risk Management and QFS Logistics. The main purpose of this role is to protect brand equity through QFS in Market. Risk Management – Lead QFS compliance by evolving QFS regulatory requirements , Danone Policies and Risk Management Standards Lead end to end management of the Concession and Derogation Process for US + CA Stay updated on industry and local regulations changes and ensure, through robust stakeholder engagement, that products remain compliant to local, national, and international food safety standards Fully collaborate with QiD teams and input key regulation and consumer criteria to them to ensure successful product launches of fully compliant product that drive consumer satisfaction To report and escalate potential non compliances, including authority and consumer group reports and publications Take part in CBU audits to identify any gaps in QFS standards and close any gaps identified Ensure local implementation of Global Risk Management requirements Consumer & Customer Satisfaction Capture and utilise consumer and customer feedback to identify when a product and packaging is performing well and there are consumer satisfaction opportunities. Closely monitor consumer and customercomplaints and CPMU data to understand when a product and packaging is either performing poorly or is a potential quality and/or food safety risk. Monitor authority and consumer group publications to highlight potential consumer satisfaction issues Engage stakeholders and functions so that they are aware of product performance issues Advise stakeholders and functions on the types of issues experienced by consumers and offer insight into potential improvements Ensure excellent service delivery to consumers and patients at multiple touchpoints and represent the consumer and patient voice within the CBU and to other functions. Manage the Consumer Care line and provide technical support to customers regarding product quality and safety issues. Conduct Market Performance QFS assessments and Store Checks ensuring performance shared and follow up actions are completed Escalate any market feedback that indicates a product is or may become a quality or food safety risk to relevant stakeholders adopting a speedy and proactive approach QFS Logistics Ensure customer logistics issues are managed and on continuous improvement plans Lead QFS Logistics requirements implementation (standards, audits,…) Ensure full traceability of product as far as possible is maintained. Implement secure systems for keeping and placing product in QC hold status, maintaining integrity until product is shipped to consumers, returned or destroyed. Ensure product traceability, withdrawal and recall systems are effective Key deliverables of the job Leadership Conduct training sessions for the sales team on quality and food safety standards and practices. Lead by example with a servant leadership focus enabling a culture of teamwork and trust across all teams Develop highly competent CBU QFS organizations that are technically and capable of implementing strong consumer feedback management systems Work openly and proactively with US + CA QFS teams and categories to drive overall performance in the region Develop strategies for continuous QFS improvement in CBUs and also input to Region QFS strategy Compliance Ensure implementation of food safety and quality policy, procedures and standards in respective CBUs Governance & Reporting Ensure transparency in reporting issues, KPIs and QFS risks using the Danone systems and standards Fully interrogate KPIs and consumer and customer feedback to evaluate product performance and protect brand integrity Escalate and manage