Senior Customer Quality Manager

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

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.