Senior Manager, Quality & Food Safety Marketplace Governance & Customer Service

Reporting To: Senior Director, QFS - ASP

Location: Sydney, Australia

Job Summary

• The Senior Manager, QFS Marketplace Governance and Customer Service is responsible for protecting product quality and brand integrity in the marketplace across the ASP Operating Unit for packaged as well as dispensed beverages.

• This role will be an individual Contributor focusesrole focusing on how products perform after leaving manufacturing sites and before reaching consumers, ensuring marketplace execution risks are systematically monitored, understood, and addressed.

• Through strong program ownership, data analysis, and stakeholder engagement, the role enables informed business decisions and strengthens confidence in product quality where consumers experience the brand.

• Primary responsibility for ensuring quality / food safety of finished products (packaged and dispensed) in trade i.e. from the time they leave the manufacturing plants till they reach the hands of the customers.

• Design and implement 'Fit for Purpose' marketplace quality programs across the OU including but not limited to: Consumer Complaints, Trade Sampling, Product Integrity, Product Freshness and dispensed beverage programs.

• Partner with QFS & Technical Lead of the region to enhance PET carbonation performance, reduce product age in market, and improve overall trade age management and consumer experience.

• Enhance Dispensed Beverage Governance: Execute region-specific improvements in collaboration with QFS and Technical lead of the region

• Act as the primary point of contact between bottlers, Operating Unit (OU), and laboratories (internal / external), corporate and customers to manage products in trade during IMCRs.

• Define annual and risk-based sampling and audit plans aligned with business priorities and emerging risks.

• Own marketplace sampling requirements for finished product, including KORE, need based, and corporate-requested sampling (e.g., Product Integrity Program - PIP, Coca-Cola Trademark Monitoring - CCTM, special studies).

• Incorporate new product launches, packaging changes, and innovation pipelines into marketplace sampling strategies.

• Collaborate with internal and authorized third-party laboratories to ensure timely, accurate, and compliant testing of finished product and reporting.

• Manage the third-party laboratory authorization processes as required.

• Develop digital tools to prepare robust sampling plan for finished product, explore opportunities to digitize fountain / dispensed beverage audits.

• Implement efficient digital tools to analyse the marketplace quality data to identify trends, systemic risks, and improvement opportunities.

• Monitor consumer concerns, drive necessary corrective / preventive actions to reduce them basis priority and severity.

• Present marketplace quality performance and actionable insights to franchise and marketing leadership, corporate, bottlers and strategic customers.

• Technical point of contact for global strategic dispensed beverage customers.

• Manage third-party vendors, including external auditors and labs supporting marketplace programs, PO creation and related administrative tasks.

• Conduct training and capability-building sessions for external auditors and vendors to ensure consistent execution and interpretation.

• Support capability development of bottlers and OU teams to improve marketplace quality execution.

• Benchmark within TCCC and external for improving market-place governance.

• Bachelor's degree in food science, Chemistry, Engineering or related technical discipline.

• 5 to 10 years of experience in Quality, Food Safety, Supply Chain, or technical roles within FMCG including fountain / dispensed beverage operations.

• Experience in marketplace sampling, audits, data analysis, and vendor mgmt.

• Experience working across multi-country operations.

• Strong quality, execution, programs and customer management mindset.

• Strong understanding of statistical process control and problem-solving tools.

• Excellent communication and presentation skills.

• Ability to engage with customers and other stakeholders.

• Collaborative, structured, and detail oriented.

• Innovative Technology: Work with modern QSE systems and data platforms that enable visibility and insight into marketplace performance.

• Exposure to World-Class Leaders: Collaborate with experienced technical, commercial, and franchise leaders across the system.

• Agile Work Environment: Operate in an environment that values agility, empowerment, and continuous improvement.