Customer‑Facing Quality Manager

ABOUT US

tms unites technology, marketing, and sourcing to drive transformational change for the world’s leading brands. With 1,200+ employees across 26 countries, we offer an impressive range of solutions – from inspiration and innovation to category management and delivery. 
Operating as a creative agency, a strategic consultancy, a sourcing business, and a technology provider, we engage with over 110 million customers every single day for our clients, including Starbucks, T-Mobile, O2, McDonald’s, and adidas.
Most importantly, we're a place where you can achieve great things, and be recognized as the best.

WHAT MATTERS THE MOST

Breakthrough, business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. Authenticity and diversity are critical elements of our business. They can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving.
tms is a place where brilliant people are better together. If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity, bring us your voice! Visit us at tmsw.com. 

WHY WE THINK YOU WILL LOVE THIS ROLE 

Customer‑Facing Quality Manager will sit within our Global Merchandise Services (GMS) team. GMS helps brands bring their fan communities products that unleash badge-wearing potential, so the people who love them most can love them even more.
Through reimagining products and merchandise, designing innovative industry-leading solutions, and developing in-demand products, we spark an emotion connection with customers and have a lasting impact on people, business, and the planet. We want you to be part of it! 

As the key contact window in GMS for quality and engineering-related consultations and complaints from customers, Customer‑Facing Quality Manager (CFQM) is responsible for communicating directly with customers to address and clear customer questions and support the sale or project delivery, as well as improve customer satisfaction. In specific, CFQM will leverage professional knowledge in Quality area and integrate ideas from the Market Team to propose solutions to strategic and tactic requirements from customers and coordinate internal resources to determine action items for follow-up, if needed.

WHAT YOU WILL BRING TO THE ORGANIZATION

Strategy and Development

• Contribute to the implementation of our global quality strategy including the implementation of best practices, strategy, policies, processes and procedures to support and improve our operational performance and speed to market.
• Proactively drive change and continuous improvement in a fast-paced environment by engaging all stakeholders and providing clear inputs from customers’ end to the QA team.
• Lead or support customer driven quality activities, not limited to supplier (agency) qualification, customer led supplier (agency) forum/meeting.
• Lead annual supplier auditing process for Starbucks and other accounts per needed.

Relationship Management

• Act as the Company's ambassador and be responsible for maintaining relationships with customers, 3rd party laboratories and suppliers to reach objectives, customer expectation and maximize performance.
• Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance, engagement and alignment.
• Work with the commercial team to balance customer expectations with operational reality.

Proposal and Sampling Phase:

• Work closely with commercial team and offer quality control & test plan comments during product development stage, meanwhile being responsible for communication with customer side QA during the product design and sampling phase; coordinating design, quality, engineering, and factory-related information; and serving as a contact window to address customers’ inquiries according to market needs

Customer Order Phase:

• Responsible for customer communication & execution related to SPEC & DOC files (mainly in GC, from sample confirmation to customer order placement), primarily coordinating information from QA, RA, factory, and Engineering teams to ensure timely confirmation of documents accuracy and the smooth release of CPO

Order Shipment Phase:

• Responsible for communicating with customers regarding quality issues that arise during pre-shipment customer inspections and post-shipment warehouse spot checks, and coordinating internal information and resources to resolve customer complaints

After-sales Complaint:

• Responsible for handling market customer complaints after product launch (primarily focusing on batch quality issues), coordinating with the customer side QA team and tms internal QA team, leading the investigation of complaint reports, generating improvement reports (CAR), and tracking the implementation of subsequent actions, including claims coordination. In addition, support customers from different markets in factory audits and visits when necessary; represent GMS to maintain customer relationships and minimize losses due to complaints
• Leading daily complaints communication with customer QA, root cause analysis and monthly report consolidations

SKILLS AND EXPERIENCE WE WOULD LIKE YOU TO HAVE

• Bachelor’s degree in quality, engineering, or other relevant courses.
• 8+ years of quality assurance experience, with at least 3 years in customer‑facing quality (preferably in drinkware, housewares, or consumer hard goods).

• Hands‑on experience with quality tools – 8D, FMEA, SPC, control plans, inspection criteria (AQL).

• Proactively contribute to creating a positive atmosphere and build a strong quality community mindset.
• Focused, target & data driven with a positive, can-do attitude.
• Excellent leadership, management, & organizational skills.
• Strong communication and presentation skills – able to explain technical failures to non‑technical customers.
• Competent in problem solving, team building, planning and decision making.
• Good spoken and written English.
• Willing to travel up to 50% within APAC (factory visits, customer meetings, audits).

And we’d love you to have…  

• Deep knowledge of materials – plastic (PP, Tritan, etc.), stainless steel, ceramic, glass, and decorative accessories.

• Familiarity with food contact regulations and test method– FDA, EU (EC) No 1935/2004, China GB standards (e.g., GB 4806 series).
• Six Sigma Green/Black Belt.