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Global Commercial Quality Manager MPY

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Date: Jul 21, 2021

Location: Amsterdam, NL

Company: AkzoNobel

AkzoNobel has a passion for paint. We're experts in the proud craft of making paints and coatings, setting the standard in color and protection since 1792. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. Headquartered in the Netherlands, we are active in over 150 countries and employ around 34,500 talented people who are passionate about delivering the high-performance products and services our customers expect.

Job Purpose

  • To manage and develop the commercial side of the quality process and supporting systems, in line with AkzoNobel’s Quality Management processes and systems, so that the customers are delivered the right quality products and the level of claims and complaints is reduced to a minimum. 
  • Primary focus on claims and warranty issues – link with Technical Managers and Site Managers for internal processes 


  • Commercial contracts: (Quality and claims sections) Support the commercial teams in the creation of quality, complaints and claims sections in new commercial contracts. Pro-actively reviewing major contracts which carry high risk in the way they are currently formulated and propose improvements, including insurance and risk management for claims.
  • Claims negotiation and coordination: Coordinate significant customer negotiations focusing on quality related claims, in support of the (global) key account and regional sales teams. And follow up on resulting actions such as dealing with insurances and working with relevant functions on root cause problem solving
  • Customer facing complaints process and root cause problem solving: Implement a customer facing complaints management process including the interface with the ISC team and process, however excluding the ISC processes itself. 
  • Ensure abnormal and faulty situations triggered by customer complaints are prioritized, investigated and resolved by responsible personnel in a timely and effective manner, utilizing a wide range of root cause problem solving methodologies.
  • Customer triggered quality assessment and auditing: Manage the customer triggered quality assessments, surveys etc as well audits triggered by key customers. Ensure that issues highlighted are addressed promptly and efficiently, so that the right disciplines are maintained on a consistent basis.
  • Quality systems: provide support to standard quality assurance system in areas of responsibility. Lead business/segment quality assurance specific needs.
  • Manage Quality and Complaints System (part of CRM): Manage and develop commercial side of the quality, complains and claims system as part of CRM, in line with external standards and internal management requirements, so that AkzoNobel becomes and sustains itself as a quality company.
  • Quality related project management: Lead or support quality related improvement projects with customers and/or internal functions. Provide the customer quality perspective in production transfers and reallocation as well as new product launches and significant product modifications
  • Business quality reporting: Manage monthly reporting, analysis and action tracking involving key department managers, so that quality activities are completed in acceptable timeframes and accountabilities are well understood. Work with Commercial Directors and the Regional/ MSU controller to quantify likely financial impact and improve accurate modelling of impact on the P/L and balance sheet.
  • Continuous Improvement: Drive the continuous improvement activities, with the support and endorsement of the commercial and ISC stakeholders, and develop protocols and metrics to measure progress against agreed goals and timelines.  
  • Identify deficiencies in existing skills and coordinate and/or deliver training to increase competence and effectiveness of the commercial and technical teams



  • Minimum Bachelor Degree in business management or technical related (Chemistry, Engineering).  Masters preferred
  • Background in paints and coatings industry, 8-10 years of work experience in commercial roles or technical service or sales project management or Quality with knowledge of Coatings product use and application
  • Qualifications or experience in Quality Systems, ISO 9001 and quality improvement tools desirable.
  • Internal as well as Customer Auditing experience
  • Experience in customer negotiations and contracting related to quality, complaints and claims
  • Skills – Leadership, stakeholder management, project management, drive, result orientation, communication and commercial and business acumen. Understanding of financial concepts related to sales and cross functional processes (sales, technical service and manufacturing) 

Become part of an outstanding company

AkzoNobel is consistently rated as one of the top employers in The Netherlands. You will join a company that is committed to achieving real sustainability. At a personal level you will also benefit from:

  • a competitive salary;
  • 30 vacation days
  • participation in the AkzoNobel pension plan; 
  • travel expenses to and from work
  • opportunities for education that will help you to grow beyond this role
  • laptop, mobile phone
  • flexible working environment 

More information and how to apply

We welcome your online application via www.akzonobel.com/en/careers. Only online applications will be considered. If you have any questions, please contact Merith de Bock, Talent Acquisition Partner, +31 880 030 731, option 2. Or send an email to TalentResourcing.NL@akzonobel.com.

An employment screening may be part of the selection process. 


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 11966