Market Quality Operation Assistant Manager

Job Purpose

The Market Quality Operations (MQO) Assistant Manager ensures that all Unilever products entering the market consistently meet the highest standards of quality, safety, and regulatory compliance.
This role is accountable for end‑to‑end market quality execution, including import quality verification, repacking oversight, consumer & customer complaint management, on‑shelf quality assessment programs, and quality incident management.
The position works closely with cross‑functional teams, regulatory authorities, import partners, and external service providers to ensure every product available to consumers is safe, fully compliant, and of superior quality.

Key Responsibilities
Decision making directly impacts marketplace success, Unilever credibility with customers and on shelf quality of Unilever products in the marketplace impacting Unilever reputation and brand equity.

Role activities mitigate and manage Unilever Corporate Operational Risk (products meet our consumer safety and quality standards)

• Supports efforts to drive Quality improvement in complaints related to CRQS issues with Logistics, BB, BD, PG teams
• Initiates activities aimed at managing quality issues with customers & channels including rejections, complaints, technical support, product handling such as cold chain, waste reduction in customer
• Provides Quality requirements for physical product returns from customers and provides disposition approval (where needed)
• Monitors, aggregates and analyzes marketplace and overall product quality data from multiple channels (e.g. consumer & customer care lines, shelf inspections, warehouse & re-packer data, employee observations etc.) to prioritize, escalate and initiate Q improvement activities as appropriate
• Leads Pallet Quality Improvement based on KPI data, trends analyses and quality improvement methodologies / tools
• Supports Quality improvement projects within Thailand for business complaints, and CRQS using data analysis, workshops & toolkits
• Provides interface with care lines for customer and consumer alert triggers and feedback data
• Defines CRQS for Secondary and Tertiary Packaging based on Customer needs and globally aligned
• Ensures regular marketplace on-shelf product assessments are carried out (CRQS evaluations), data is analyzed and improvement projects are activated and followed up
• Links Quality requirements into Perfect Store initiatives
• Spends time in market to understand customer and merchandising processes and to identify and activate opportunities for improvement
• Provides coaching and input to warehouses, assemblers / re-packers during external regulatory body audits & inspections (with input from Regulatory Affairs and Legal)
• Ensures and verifies ongoing compliance to local regulatory requirements in independent third-party re-packers, assemblers // in logistics operations
• Communicates local regulatory requirements / knowledge / details / changes and ensuring compliance in operations including warehouses, logistics and manufacturing sites within Cluster
• Ensures discipline in use of SAP QM and provides master data updates (as necessary)
• Ensures and verifies ongoing compliance to UL Quality Management Standards in third party re-packers and assemblers and Logistics operations through communication, self-assessment activities, KPI monitoring, technical visits (as needed) and general oversight
• Ensure and verifies compliance and calibration of UL Quality Management System across UL managed warehouse and UL distribution center (DC)
• Validates that new third-party re-packers, assemblers and warehouse / transportation providers are capable of meeting UL Quality requirements by conducting technical capability assessments
• Raises issues and drives improvements for import / export with supplying PG (and site/factory as needed)
• Provides Q input to cluster VIP projects related to assembly / re-packers, warehouses, transportation by ensuring quality risk assessment and mitigation are conducted
• Provides expertise and support to resolve Quality issues / incidents related to warehouses, transportation, re-packers, assemblers, promotion suppliers and customers within cluster geography
• Supports Product Quality Incident management for marketplace incidents and follow up actions
• Deploys UL Quality strategy, governance and goals through cluster specific projects and targets
• Develops Quality links to strategies of SC organization
• Builds Quality talent in team through coaching and training
• Provides Quality leadership to influence Quality culture through activities to create passion for products and brands, visibility for quality, quality messaging in non-SC company initiatives and coaching of cross-functional leadership across categories.

Required Qualifications

• Minimum 3 years' experience in Supply Chain Quality /CD operations / Marketing (Additional experience in Supply Chain or R&D is a plus)

Preferred

• 3-5 years in Supply Chain Quality role
• Experience in Logistics or Customer Service

Essential

• Bachelor 's degree in Science/Food Science/Technology or similar major.
• Master’s degree in logistics/ supply chain management is preferable

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.