Quality Customer Interface Manager (SEA & AU/NZ)

About the role

Lonza is hiring a Regional Customer Interface Quality Manager covering Southeast Asia and Australia/New Zealand. You will be the main quality link between commercial teams and customers across the region and Lonza's CHI manufacturing network, ensuring quality requirements, inquiries, technical requests, complaints and escalations are handled quickly and in compliance. This is a fully site-based role with about 50% regional travel, and it calls for strong English.

Key responsibilities

• Serve as the primary quality contact for commercial teams and customers across SEA and AU/NZ.
• Address customer quality inquiries, technical requests and requirements in line with GMP, regulatory standards and Lonza policies.
• Coordinate complaints, escalations, investigations and CAPA with customers, commercial teams and manufacturing sites.
• Monitor complaint trends, analyse quality data and identify risks and improvement opportunities.
• Act as the voice of the customer, driving regional quality improvements and process standardisation.
• Maintain customer-facing quality documentation and set up regional reporting and trending tools.
• Present quality performance insights to stakeholders and lead cross-functional initiatives in a matrix organisation.
• Support customer quality meetings, reviews and audits as required.

Required profile

• Bachelor's degree in pharmacy, pharmaceutical sciences, life sciences, biotechnology, chemistry or a related scientific discipline.
• 5-10 years of experience in quality assurance, customer quality or a related quality function in the pharmaceutical, biotechnology or regulated life sciences industry.
• Experience working with customers and/or commercial teams in a regulated environment.
• Experience managing customer complaints, quality investigations, root cause analysis and CAPA.
• Strong stakeholder management and communication skills, able to influence outcomes without direct authority.
• Demonstrated strong written and verbal English; additional ASEAN languages are an advantage.

Required skills

• Pharmaceutical quality management systems and GMP requirements
• Root cause analysis and CAPA
• Quality data analysis and complaint trend monitoring

What we offer

• An agile career and dynamic working culture.
• An inclusive and ethical workplace.
• Compensation programmes recognising high performance.
• A range of benefits depending on role and location.