Consumer & Supply Quality Manager

BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow by Building a Smokeless World.To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!As Consumer & Supply Quality Manager, you lead cross-functional collaboration across all product categories, working closely with customers, factories, third-party manufacturers, area and central functions incl. category and consumer experience teams. You are responsible for ensuring the effective implementation of quality processes, compliance standards, and performance across the entire supply chain for the Italian market.Your primary objective is to continuously enhance product and service quality for consumers, by strengthening Quality capabilities and driving awareness within the market.In this role, you are a key member of the SEE Quality team, with end-to-end accountability for driving improved quality across the supply chain for all product categories sourced to Italy from factories and third-party manufacturers. You also contribute to factory-related inputs and partner with multiple functions across the organization, engaging a wide range of internal and external stakeholders.Principal Accountabilities:Lead and implement continuous improvement initiatives across Italy EM, actively engaging stakeholders across Quality, Product, Supply Chain, Procurement, and Commercial. Partner with Above-Market Quality teams to ensure alignment, effective governance, and consistent elevation of quality standards. Proactively identify gaps, execute improvement plans, and escalate performance risks through appropriate governance forums.Work closely with the Consumer Experience team to capture, analyze, and translate consumer feedback and complaint data into actionable improvement initiatives across relevant functions.Track and analyze a comprehensive set of quality KPIs end to end across logistics, warehousing, and distribution. Provide actionable insights to improve operational performance and support Local, Regional, and Global initiatives. Ensure robust management of quality incidents, including structured investigation inputs, sample collection, and data integrity.Continuously review quality trends and performance data to identify emerging risks, systemic issues, and improvement opportunities. Ensure timely follow-up with stakeholders and drive effective implementation of corrective and preventive actions (CAPAs).Strengthen product and quality knowledge across stakeholders to ensure compliance with Global Quality Standards (RQA, PI&T, P&HM, ISG, product specifications). Enhance DRBU capability through structured problem-solving, coaching, and cross-functional collaboration.Partner with cross-functional teams to establish and maintain the technical capabilities required for robust quality assessments across the supply chain. Promote best practices and foster a culture of operational excellence, accountability, and continuous innovation.Guarantee adherence to all relevant standards and policies (including RQA, PI&T, P&HM, ISG, Transport, Warehousing, and PSI) across EMs. Maintain strong governance and ensure compliance is embedded across all supply chain processes.Support repacking quality control plans and drive effective reverse logistics processes, including timely sample dispatch for root cause analysis (DPI). Monitor environmental conditions across the supply chain to safeguard product integrity.Coordinate the collection of technical data, failure analysis inputs, and physical samples to enable efficient troubleshooting of consumer device issues. Ensure timely root cause identification and resolution in collaboration with relevant functions.Drive compliance with Italy EM consumer complaint handling processes in line with Consumer Care guidelines. Support EMs in building strong complaint management capabilities, ensuring timely, accurate, and effective resolution of consumer issues.EXPERIENCE, SKILLS, KNOWLEDGEDegree level in science, applied science or engineering.Commercial mindset with a solid understanding of marketing principles, consumer needs, and market dynamics, enabling quality decisions that support business objectives, strengthen brand equity, and enhance consumer experience.Understanding of BAT products, factories, manufacturing processes, and Quality processesknowledge of consumer-centric quality management principles and Supply Chain - Robust abilities in influencing, communication, presentation, and interpersonal interactions.Preferred experience in collaborating across various functions/projects.Familiarity with electronics is advantageous.Capability to quickly adapt and self-improve.What we offer you?We offer a market leading annual performance bonus (subject to eligibility)Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentivesYour journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.You'll have access to online learning platforms and personalized growth programs to nurture your leadership skillsWe prioritise continuous improvement within a transformative environment, preparing for ongoing changesBenefits:Meal Voucher/ Canteen as per locationPrivate PensionLife & Health InsuranceYearly bonus based on the ABSFamily support policyOffice perksFlexible policy as per agreed Second Level agreement.WHY JOIN BAT? We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions. Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals. We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture). Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here. If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential. #hybrid