Consumer Compliant Specialist at The South African Breweries (SAB)

• The Key purpose of this role is to Proactively support the business strategy by ensuring that our consumers receive product that is consistent and of the highest quality. 

Key roles and responsibilities:

• To be the first point of contact for all severe consumer related issues and manage the resolution within given timescales. 
• To support Zone regions with  a central Consumer Customer complaint reporting system and improvement thereof. 
• Drive compliance to all Global policies and procedures related to complaints whilst ensuring that systems are fully entrenched and sustainable. 
• Support all the plants in the Africa Zone with quality problem solving, whilst instilling the correct behavior and accountability. 
• Support the zone regional teams with Quality Incidents to ensure effective investigation, decision making and resolution is completed in accordance with the global policy. 
• Ensure that Quality fundamentals are aligned and implemented to Voyager Plant optimization (VPO). 
• Ensure that Crisis Management Teams are appointed, effective and are in place per plant per country in the Africa Zone. 
• Driving a high performance culture through effective leadership and guidance.
• Develop a strategy for the proactive management of the Zone consumer complaints
• Optimise different communication channels such that we leverage feedback from our consumers through careline numbers, social media platforms, websites, etc.
• Enable the collection of valuable information about the nature of the problem through structured data collection techniques. This serves as a trigger to the implementation of sustainable corrective / preventative actions and guide continuous improvement.
• Liaise and coordinate with Regional Quality Assurance Managers to ensure plants manage the resolution of consumer and customer complaints within given timescales.
• Implement, entrench and  manage Global Quality Processes and systems across Supply and Logistics teams
• Support the plants to ensure effective investigation and problem solving resulting in sustainable corrective / preventative actions that will prevent reoccurrence of non conformities .
• Promote knowledge transfer and shared learnings. Tailor and amend policies, standards and training material such that it is more adaptable for that geographical area in the Zone.
• Manage and oversee actions and high profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers
• Train and coach Crisis Management Teams in all plants across the Zone. Shared learnings and annual reviews are non negotiable. 
• Reimbursement system in place per country that is best suited for the geographical area
• Effective forward traceability systems in place to allow for quick response in trade 

Minimum Requirements:

• Relevant BSc or BTech degree 
• Ideal candidate would have experience in Trade Quality management systems role
• Expertise in area of quality or processes in Production, Quality Systems, Food Safety
• Excellent knowledge of food / beverage industry rules, acts and regulations
• Exceptional report drafting, presentation and engagement
• Strong technical skills in identifying adulteration in goods
• Experience in investigating complaints, problem solving and loop closure
• Knowledge of quality, brewing and packaging management systems and processes
• Familiarity with food production, customer service, hygiene, fire, and health regulations  
• Ability to use process control software, databases, and inventory management software  
• Ideal candidate would have experience in quality systems and have worked in middle/ senior management roles