Mgr, QA Customer, Fra

West Pharmaceutical Services; Le Nouvion-en-Thiérache; On-site; EUR 70,000 - 90,000; Full time

Job summary

West Pharmaceutical Services, Inc. is seeking a Customer Quality Manager to develop and implement quality management processes ensuring customer satisfaction and compliance with internal and external standards.

You will supervise the QA Engineering team, manage customer relationships, and drive investigations, audits and continuous improvement initiatives to enhance QA performance and efficiency. Travel up to 20% may be required.

Qualifications

• Master’s degree in Quality, Engineering or equivalent.
• Above 8 years in a quality‑related role, ideally in manufacturing or regulated environments.
• Strong communication and interpersonal skills with customers and internal teams.
• Proven experience in team management and fostering improvements.
• Solid knowledge of quality management systems and continuous improvement methods.
• Fluent in French and English; GMP/ISO 15378 knowledge is a plus.

Responsibilities

• Supervise and coordinate QA Engineers and ensure appropriate training.
• Manage customer relationships with timely responses to complaints, audits and project requests.
• Lead investigations of non‑conformities and coach teams in root‑cause analysis.
• Monitor KPIs, analyze trends and drive continuous quality improvements.
• Support risk management culture and harmonize processes with the group.

Skills

Strong communication

Team leadership

Analytical thinking

Quality systems knowledge

GMP knowledge

Education

Master’s degree in Quality/Engineering

Tools

GMP

ISO 15378

Job description

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life‑saving and life‑enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.

Travel Requirements

20%: Up to 52 business days per year

Additional Requirements

• Adaptable to changes in the work environment, able to manage competing demands and deal with frequent change, delays, or unexpected events.
• Must maintain the ability to work well with others in a variety of situations.
• Maintain high attention to detail, accuracy, and overall quality of work.
• Must be able to understand and adhere to established procedures, multi‑task, work under time constraints, problem solve, and prioritize.
• Effectively communicate and interface with various levels internally and with suppliers.

Key Responsibilities

The Customer Quality Manager is responsible for developing and implementing quality management processes to ensure customer satisfaction and compliance with internal and external standards. In this role, you will:

• Supervise and coordinate the activities of a team of QA Engineers
• Ensure that the Quality Assurance Engineering team members have the appropriate training, skills, and experience.
• Manage team members in order to contribute to the achievement of objectives.
• Manage customer relationships by providing timely and effective responses to complaints, audits, customer product specifications, and project‑related requests.
• Assess the criticality of customer complaints and audit non‑conformities, and coach teams in conducting appropriate investigations.
• Monitor performance indicators and analyze trends to identify improvement opportunities.
• Contribute to the development of a risk management culture.
• Lead and promote continuous improvement initiatives in quality processes.
• Develop and implement action plans to enhance QA process performance and efficiency.
• Participate in process harmonization initiatives with the Group and ensure compliance.
• Perform additional tasks as requested by the direct manager.

ProfileEducation:

Master’s degree in a relevant field (Quality, Engineering, or equivalent).

Experience:

• Above 8 years in a quality‑related role, ideally within a manufacturing or regulated environment.

• Strong communication and interpersonal skills, capable of building constructive relationships with customers, internal teams.
• Proven experience in team management, with the ability to lead, motivate, and develop employees.
• Strong analytical and problem‑solving skills, with a proactive and results‑oriented mindset.
• Solid knowledge of quality management systems and continuous improvement methodologies.
• Proficiency in both French and English, with strong written and oral presentation abilities.
• Pharmaceutical experience would be an asset for the position, as well as knowledge of GMP and ISO 15378.

West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post‑offer background screening.