Reports to - Quality Manager Europe & META

Shift - Belgium time zone ( 9 AMto 6PM)

Job Purpose

- The Customer Quality Advisor ensures that customer quality requirements, change communications, and compliance commitments are translated into robust, consistent, and customertrusted processes across the organization.
- The role acts as the central authority and credible customer interface for Customer Specific Requirements (CSR), Change Management Communication (CMC), and related quality topics, balancing customer expectations with regulatory, legal, and operational feasibility.
- By providing governance, expert guidance, and enablement, the role safeguards customer satisfaction, audit readiness, and license to operate, while enabling the business to manage change, complexity, and growth in a structured and sustainable way.

Key Accountabilities

Customer Quality Excellence Tool & Process Governance

CQE Tool Governance & Enhancements

- Provide strategic ownership and guidance for the Customer Quality Tool (CQT), ensuring alignment with customer expectations and ISO standards across CSR and CMC.
- Define global Castrol standards and translate business needs into explicit tool and enhancement specifications.
- Lead global rollout and adoption, acting as focal point for regions, stakeholders, and product management.
- Enable effective adoption through training concepts and knowledge transfer.

CQE (CSR & CMC) Process Leadership

- Provide end to end leadership of CSR and CMC processes across regions.
- Define, govern, and continuously improve global Castrol standards.
- Act as Process Owner, monitoring KPIs, approving OMS processes, and representing CSR/CMC in audits.
- Drive consistent adoption through training and stakeholder alignment.

Customer Specific Requirements (CSR)

CSR Coaching

- Enable effective CSR implementation through training and coaching of Sales, distributors, and internal stakeholders.
- Develop and deliver targeted training materials and sessions.
- Lead structured CSR updates via Area Meetings, GAM forums, and other platforms.
- Strengthen organizational capability and consistent CSR application.

CSR Expertise

- Act as CSR Subject Matter Expert, defining standards and authoritative responses.
- Evaluate and pre comment on new or changed CSRs, linking to affected processes, products, and sites.
- Lead compliance assessments, compile compliance matrices, and resolve gaps in cooperation with Sales.
- Govern CSR quality through expert approvals, guidance, and data oversight.

Special Customer Requirements

PPAP / PQA Management

- Serve as primary customer interface for PPAP and PQA matters.
- Lead negotiations on scope, avoidance strategies, and lifecycle decisions for catalogue products.
- Own technical and quality content of customer commitments.
- Proactively manage customer expectations on PPAP/PQA topics.

IMDS / Disclosures

- Act as customer contact for IMDS and disclosure inquiries.




- Assess justification, guide expectations, and resolve IMDS related issues.
- Coordinate with internal experts to close data gaps.
- Ensure clear, timely customer communication.

Change Management Communication (CMC)

CMC Coaching

- Drive effective change adoption through training and coaching on CMC topics.
- Develop targeted communication materials and deliver sessions on demand.
- Provide recurring updates to Sales and stakeholders via Area Meetings and GAM forums.
- Reinforce consistent execution of change management processes.

CMC Expertise

- Act as CMC Subject Matter Expert defining Castrol CMC standards.
- Drive CMC decision making based on CSR, Sales, and CMC data.
- Lead customer change communication, standard letters, RFC approvals, and discrepancy handling.
- Govern effectiveness via KPIs and support strategic initiatives (PCC, audits, RCAs).

General Customer Quality Consultancy

- Act as trusted quality partner for complex customer and product issues.
- Lead troubleshooting and cross functional resolution (deviations, re-qualifications, shortages).
- Support business and GSC in securing customer waivers and agreements.
- Provide expert input to RFQs, tenders, contracts, and localisation initiatives.
- Participate in critical and recurring customer meetings as a credible interface.

Customer Audits

- Support During Customer Audits
- Support customer audits by clarifying scope, purpose, and logistics.
- Coordinate cross functional audit preparation with Sales, Technology, and GSC.
- Prepare CSR and CMC processes and data for audits.
- Train and guide BUs on audit relevant process interfaces.

Supplier Performance Ratings (Non OEM)

- Provide expert support on supplier ratings from non OEM customers.
- Engage with customers in case of C ratings and support deviation explanations.
- Assess current and future risks linked to ratings.
- Maintain deep expertise in customer rating systems, CSRs, and related processes.

Summary Decision Rights

Management of agreed Customer Specific Requirements across Europe & META (Sales, GSC & FBT) and owner of planning and execution of Customer Audits and Assessments.

Job Holder Requirements

Education

Bachelors degree

Experience

- 5 to 8 years of experience in customer facing quality roles (e.g. Customer Quality, Quality Engineering, Quality Assurance, Process Management, Sales or GSC) within automotive, industrial, or other regulated industries, with direct exposure to OEM customers.




- Proven track record in working with Customer Specific Requirements (CSRs), including their interpretation, negotiation support, implementation, and ongoing governance across multiple customers.
- Strong handson experience with IATF 16949 (formerly ISO/TS 16949) and customerspecific standards such as VDA, QS9000, Ford Q1, and VW Formel
- Demonstrated experience in process management and the practical application of core quality tools (including APQP, PPAP, FMEA, and 8D) across endtoend value chains, with close collaboration across Sales, Global Supply Chain (GSC), and Operations.

Skills & Competencies

- Strong experience in managing Customer Specific Requirements (CSRs) and customer requirements in complex, standardsdriven environments (automotive, industrial, or other regulated industries).
- Solid to advanced knowledge of international quality and automotive standards, such as ISO, VDA, AIAG, and APQP (including sectorspecific variants).
- Proven ability to interpret customer audits, supplier ratings, and assessments, including deviation handling, corrective actions, and escalation management.
- Handson experience in process ownership or governance, particularly for customer requirements, quality processes, or change management (CMC or equivalent).
- Strong understanding of how customer requirements translate into internal processes, product changes, and plant or supplychain impact.
- Experience supporting or leading customer change communication, including structured decisionmaking, customer notifications, and followup actions.
- Confidence acting as a credible customer interface, including discussions with customer quality managers and central customer contacts.
- Excellent stakeholder management skills, working effectively with Sales, Technology, Supply Chain, Quality, Legal, and IT.
- Ability to balance customer expectations with business feasibility, risk, and compliance considerations.
- Excellent written and verbal English communication skills, with the ability to explain complex technical and process topics clearly.
- Ability to develop and deliver training, coaching, or knowledgetransfer activities, enabling consistent understanding and application across teams and regions.
- Strong analytical and problemsolving capability, including practical use of quality core tools (e.g. root cause analysis, corrective action planning, 8D).
- Experience working with customer or quality management tools, databases, or workflow systems, and contributing to process or tool improvements.
- Awareness of legal and contractual implications related to customer requirements, quality agreements, and change notifications.
- Additional language skills (e.g. German) for direct customer engagement in international OEM or industrial environments are an advantage.
- Experience in global, crossregional environments and supporting rollouts, transformations, or enterprisewide initiatives is beneficial.

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