Job Description
We are an international mid sized group with appetite for innovations, approachable management, lead by objectives / targets which give the opportunity of a wide range of empowerment. We as a growth oriented market leader invite you to join us on our journey from good to great! The Head of Global Customer Quality ensures flawless customer-facing quality performance in compliance with IATF 16949 and OEM requirements, safeguarding customer satisfaction, trust, business continuity, and reputation across all customers worldwide. Global Customer Quality Strategy: Define and deploy a global customer quality strategy aligned with IATF 16949, Customer Specific Requirements Ensure global consistency in customer-facing quality processes across all plants and regions Act as the guardian of customer trust and brand reputation Customer Complaint & Escalation Management: Own the global customer complaint process, including: 0‑km, field, warranty, and safety complaints Structured problem solving (8D etc.) Lead OEM escalations, special status situations, and red/yellow scorecard recoveries Ensure robust root cause analysis, permanent corrective actions, and effectiveness checks OEM Interface & Scorecard Performance: Serve as the global quality lead for key OEMs and Tier‑1 customers Own and improve customer scorecard performance (PPM, audit ratings, delivery quality, responsiveness) Proactively manage quality risks that could affect nominations, sourcing, or business awards Cross‑Functional & Regional Leadership: Lead and align a global community of customer quality managers Coordinate with: Operations & Plant Quality Engineering & R&D Supply Chain & Supplier Quality Sales & Key Account Management Ensure fast, fact‑based decision‑making on customer issues Continuous Improvement & Lessons Learned: Ensure systematic lessons learned from customer issues are deployed globally Sponsor continuous improvement initiatives: Problem solving excellence Standardization of methods and tools Promote a “no repeat issues” culture Executive & Board‑Level Transparency: Report customer quality risks, escalations, and performance trends to Executive Management Escalate issues with potential impact on: Operations & Plant Quality Engineering & R&D Supply Chain & Supplier Quality Sales & Key Account Management Provide clear recommendations for leadership decisions Requirements: Master’s degree in Engineering, Quality Management, or a comparable technical field Minimum 10–15 years of experience in Quality Management within the automotive industry, including significant exposure to OEM and Tier 1 customers Proven experience in a global leadership role with responsibility for customer-facing quality across multiple regions and plants In-depth knowledge of IATF 16949, customer-specific requirements (CSRs), and OEM quality standards Strong expertise in customer complaint management, including 0km, field, warranty, and safety-related issues Extensive hands-on experience with structured problem-solving methodologies (e.g. 8D, Ishikawa, 5 Why, Root Cause Analysis) Demonstrated track record in managing OEM escalations, special status situations, and scorecard recovery (red/yellow status) Solid understanding and improvement experience of customer scorecards and KPIs, including PPM, audit results, delivery quality, and responsiveness Ability to assess and mitigate quality risks impacting nominations, sourcing decisions, revenue, and customer trust Strong cross-functional leadership skills with the ability to align Quality, Operations, Engineering, Supply Chain, and Sales Excellent executive communication skills, including reporting to Executive Management and Board-level stakeholders High level of decision-making capability under pressure, with a fact-based, structured, and pragmatic approach Fluent English (written and spoken); additional languages are an advantage Willingness to travel internationally (up to 50%) At NORMA Group, we believe that diverse perspectives drive innovation. We welcome individuals with a wide range of skills and experiences to develop solutions that make a global impact. As a proud equal opportunity employer, we are committed to fostering a workplace where everyone feels respected, empowered, and heard. Contact for this position: Branko Vukovac NORMA Group Human Resources Edisonstraße 4 63477 Maintal, Germany