Short Intro and About the Job

The QFS CBU US 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 issues and potential QFS risks timely, to appropriate stakeholders while fully securing product, brand integrity and consumer safety.

The salary range for this position is $200,000-250,000 USD. The exact salary offered will depend on several factors, including the candidate's relevant experience, geographic location, internal equity, and market conditions. Danone North America additionally offers a performance-based bonus and has a strong benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Flexible Time Off, and Paid Parental Bonding Leave, among other benefit plan options. To give our employees flexibility, Danone is a hybrid work environment.

This role is considered a "hybrid" position that allows for flexible work, meaning it is a role where collaboration with key stakeholders in Danone Hubs occurs. While you may have the option to work from home on a schedule as agreed to with your supervisor, you are also expected to regularly report to your assigned office location at least 3 days per week.

About You

Knowledge, Skills & Abilities:

• Strong ownership and demonstration of Danone behaviors and values.
• Proven strategic mindset with servant leadership in focus to enable functional teams for execution with excellence.
• Mastery and globally recognized expertise in QFS systems and programs management.
• Undisputed, consistent servant leadership.
• Excellent communication skills and leadership courage.
• Strong leadership to drive change within the organization.
• Strong problem solving skills and focus on enabling excellence in execution.
• Facts and data driven, with strong synthesis and analytical capabilities.

Main Interactions:

• Chief QFS Officer
• US + CA Quality Leaders
• SIA and Category teams
• Logistics team
• Regulatory teams
• Careline Provider
• Global Quality Stakeholders

Education & Experience:

• Proven experience in Quality scope - with specific experience in Consumer Voice/Market Quality/Careline and Quality Risk/Complaince Management
• 10-15 years experience

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