- Design, establish, and oversee the end-to-end complaint handling process and framework, with the collaboration with Global Quality and Brand Teams.
- Provide managerial oversight for receiving, registering, categorizing, and routing customer/consumer complaints, with authority to prioritize high-impact cases and escalate critical issues to senior leadership. Ensure complete, accurate documentation in the LOOP system, enforce timely responses.
- Lead regular analysis of complaint data to identify trends, root causes, and potential quality/operational risks. Develop and present comprehensive complaint analysis reports to senior leadership.
- Responsible for Global series standard of quality transformation, training and implementation. Build market company quality management system in Market Company to fulfil regulatory and food safety requirements.
- Ensure regulation compliance in market company with the collaboration with Public Affairs and brand company. Lead regulation compliance projects and drive for continuous improvement.
QUALIFICATIONS & EXPERIENCE
- Minimum 5 years of proven managerial or leadership experience in quality management, regulatory compliance, or complaint handling within a CPG/FMCG company or Wine & Spirits industry.
- Deep professional knowledge of quality management systems, regulatory requirements (food safety, consumer protection), and industry best practices—with experience leading compliance initiatives.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills, with the ability to work collaboratively across departments.
English capability a plus.
Job Posting End Date:
Target Hire Date:
2026-04-01
Target End Date: