About this role
- Design, establish, and oversee the end-to-end complaint handling process and framework, with the collaboration with Global Quality and Brand Teams.
- Provide managerial oversight for receiving, registering, categorizing, and routing customer/consumer complaints, with authority to prioritize high-impact cases and escalate critical issues to senior leadership. Ensure complete, accurate documentation in the LOOP system, enforce timely responses.
- Lead regular analysis of complaint data to identify trends, root causes, and potential quality/operational risks. Develop and present comprehensive complaint analysis reports to senior leadership.
- Responsible for Global series standard of quality transformation, training and implementation. Build market company quality management system in Market Company to fulfil regulatory and food safety requirements.
- Ensure regulation compliance in market company with the collaboration with Public Affairs and brand company. Lead regulation compliance projects and drive for continuous improvement.
QUALIFICATIONS & EXPERIENCE
- Minimum 5 years of proven managerial or leadership experience in quality management, regulatory compliance, or complaint handling within a CPG/FMCG company or Wine & Spirits industry.
- Deep professional knowledge of quality management systems, regulatory requirements (food safety, consumer protection), and industry best practices—with experience leading compliance initiatives.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills, with the ability to work collaboratively across departments.
English capability a plus.
Job Posting End Date:
Target Hire Date:
2026-04-01Target End Date:
Other facts
About Pernod Ricard
Pernod Ricard is a convivial, responsible and successful global wine and spirits group and the #1 premium spirits organisation in the world. The Group represents 240 premium brands available in more than 160 countries. We are 18,500 exceptionally talented people worldwide with our own salesforce in 73 countries.
Our portfolio is one of the most comprehensive in the market with every major category of wine and spirits, providing Pernod Ricard with a unique competitive advantage. To keep growing our business, transforming our industry and making a positive impact on the world, we believe in the power of human connection. Creating ‘convivialité’ is our business and our raison d’être.
As ‘créateurs de convivialité’, our purpose is to turn every social interaction into a genuine, friendly and responsible experience of sharing. We believe there can be no convivialité with excess and strive to be sustainable and responsible at every step, from grain to glass.
You must be of legal drinking age to follow and only share with others of age. Enjoy our brands responsibly.
UGC policy: https://bit.ly/41XEYbx
What you'll do
- Design and oversee the complaint handling process while collaborating with global teams. Lead analysis of complaint data to identify trends and ensure compliance with regulatory requirements.
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