Quality Customer Interface SEA Manager

About the Role

As a Regional Customer Interface Quality Manager (SEA & AU/NZ), you will serve as the primary Quality interface between Commercial teams and customers across Southeast Asia and Australia/New Zealand and Lonza’s CHI manufacturing network.

You will be responsible for ensuring customer Quality requirements, inquiries, technical requests, complaints and escalations are effectively coordinated and resolved in a timely and compliant manner. Acting as the Voice of the Customer, you will work across a regional, cross-functional environment to drive quality improvements and strengthen customer partnerships.

This is a fully site‑based role. Working together in person supports close, real‑time collaboration and the technical precision needed to manufacture medicines to the highest quality and safety standards.

What you’ll do:

• Serve as the primary Quality point of contact for Commercial teams and customers across SEA and AU/NZ.
• Partner with Commercial teams to understand and address customer Quality requirements, inquiries and technical requests.
• Coordinate timely and accurate responses to customer Quality inquiries in accordance with Lonza Quality standards and applicable regulatory requirements.
• Act as the key Quality liaison between Commercial teams, customers and CHI manufacturing sites across the regional network.
• Coordinate customer Quality complaints, escalations and investigations, ensuring appropriate stakeholders are engaged and actions are progressed within agreed timelines.
• Support root cause investigations and the implementation of effective corrective and preventive actions (CAPA).
• Monitor customer complaint trends and identify recurring issues, emerging risks, and opportunities for improvement.
• Act as the Voice of the Customer within the Quality organization by translating customer feedback and business needs into actionable improvement initiatives.
• Partner with Site Quality and cross-functional teams to drive continuous improvement and standardization across the manufacturing network.
• Ensure customer-facing Quality documentation, responses and information are accurate, current and compliant with applicable requirements.
• Establish and maintain regional Quality reporting and trending tools to provide visibility of customer complaints, inquiries, trends and improvement initiatives.
• Analyze Quality data and trends to identify opportunities for proactive improvement and risk reduction.
• Prepare and present Quality performance updates and relevant insights to Regional Quality and business stakeholders.
• Lead and facilitate cross-functional discussions and initiatives within a matrix organization.
• Support customer Quality meetings, reviews and audits as required.
• Ensure all activities are performed in accordance with applicable Quality Management Systems, GMP requirements, and Lonza policies.

What we’re looking for:

• Bachelor's degree in pharmacy, Pharmaceutical Sciences, Life Sciences, Biotechnology, Chemistry, or related scientific discipline.
• 5–10 years of relevant experience in Quality Assurance, Customer Quality or a related Quality function within the pharmaceutical, biotechnology or regulated life sciences industry.
• Experience working with customers and/or Commercial teams in a regulated environment.
• Strong understanding of pharmaceutical Quality Management Systems and applicable GMP requirements.
• Experience managing customer complaints, Quality investigations, root cause analysis and CAPA.
• Strong stakeholder management and communication skills, with the ability to work effectively with both technical and commercial audiences.
• Demonstrated ability to influence and drive outcomes within a matrix organization without direct authority.
• Strong written and verbal English communication skills.
• Additional ASEAN language capability would be an advantage.