Client Experience Manager - Quality Assurance

When you join Watson-Marlow Fluid Technology Solutions, a part of the Spirax Group, you will be integrated into a cooperative and encouraging team, participate in challenging yet critical work, and experience ongoing growth opportunities to help you achieve your full potential. This role will focus on:

Watson-Marlow is seeking a proactive, customer-focused Client Experience Manager – Quality Assurance (CEM) to support our top global Life Sciences customers. This strategic role bridges commercial and quality functions, ensuring seamless, transparent, and quality-centric engagement across the customer lifecycle. The CEM is a subject matter expert and trusted advisor who delivers exceptional quality service, fosters strong client relationships, and drives continuous improvement in how WMFTS communicates and collaborates with regulated customers. This role will develop tailored, proactive quality systems aligned with global WMFTS resources that enhance the overall customer experience. The CEM will be responsible for delivering the value behind our quality as a service model to complement the product quality delivered by our factories.

What you’ll be doing:

• Serve as the quality liaison between WMFTS and customer quality/regulatory teams.
• Speak the customer’s language - quality to quality – to build trust and improve transparency.
• Own and streamline the delivery of quality documentation and responses to customer inquiries in the US.
• Define and manage KPIs for customer quality experiences (e.g., response times, documentation accuracy).
• Maintain a state of audit readiness through documentation control, factory mock audits, and training.
• Lead the creation and maintenance of customer-specific Quality Agreements and Service-Level Agreements.
• Track quality performance across the business and ensure continuous alignment with customer expectations.
• Coordinate customer change notifications to ensure clear, timely, and tailored communications.
• Lead structured, cross-functional responses to escalated quality issues.
• Communicate resolutions transparently and manage corrective/preventive actions.
• Partner with Sales, Quality, Operations, and Engineering to ensure unified communication and efficient execution of quality as a service.
• Implement and review KPIs related to quality engagement, responsiveness, and OTIF performance.
• Provide insights on quality deliverables to both internal teams and customers regularly.
• Ensure all customer quality requirements are met throughout the entire product lifecycle.
• Position WMFTS as a best-in-class quality as a service provider through insights and innovation.
• Lead the “Voice of the Customer” feedback loop for quality to drive business improvements.
• Engage in relevant industry groups, conferences, and events as a quality thought leader.
• Analyze competitor quality engagement strategies to position WMFTS as a best-in-class provider.
• Share WMFTS perspectives and stay ahead of regulatory and market trends.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Attend customer visits with sales team to better understand customer concerns and to build relationships.
• Perform other duties as assigned or directed by the manager.
• Maintain a safe work environment.

This is what you’ll need to be successful in this role:

• Bachelor’s degree in Quality Management, Bioprocessing, Engineering, or a related field is preferred.
• Up to 50% travel, including international.
• Proven experience engaging with quality, regulatory, or audit functions in the Life Sciences industry.
• Expertise with quality management systems (QMS) and other digital documentation tools.
• Strong understanding of GMP, ISO 13485, and regulatory compliance frameworks.
• Experience in a global matrixed organization.
• Knowledge of medical device, biotech, or pharmaceutical industry standards.
• Ability to translate technical quality language into customer-friendly communication.
• Excellent interpersonal skills and high professionalism.
• Strong time management skills.
• Proficient in Windows applications and Microsoft Office programs such as MS Word, Excel, Outlook, PowerPoint, and MSTeams.
• Experienced CRM and ERP user, preferably Microsoft AX/Dynamics.

Physical Demands:

• Mobility: This is a remote position that primarily requires sitting at a desk or computer workstation for extended periods, with occasional need to stand or move around to maintain health and well-being. Ability to regularly operate a computer keyboard and mouse.
• Vision and Hearing: Ability to use a computer and read documents. Effective communication skills to interact with colleagues and clients through video conferencing tools.
• Dexterity: Basic hand dexterity for typing and using computer peripherals.

Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions.

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, including:

• Robust Retirement Plan: Benefit from a guaranteed 5% employer contribution to your 401K, plus an additional 3% employer match, empowering your financial security.
• Comprehensive and Supportive Parental Leave: Experience our inclusive, gender-neutral parental leave policy, offering 16 weeks at 100% pay. Upon your return, enjoy a gradual transition with a unique 80% work schedule while still receiving 100% of your pay for the first 6 months, ensuring a balanced reintegration into the workplace.
• Generous Time Off: Enjoy ample time off to recharge and attend to life’s circumstances with generous vacation and well-being days, 9 observed holidays, 15 caregiver days, and 80 hours of annual sick leave.
• Community Engagement Opportunities: Make a difference with 3 paid volunteer days each year, encouraging you to give back to the community and causes you care about.
• And Many More Benefits: Discover a wide range of additional perks and benefits designed to support your well-being and professional growth.

Everyone is Included at Spirax Group. We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential.

We know that everyone needs some extra help from time to time, so we have introduced a range of additional benefits through our Group Inclusion Commitments.

Equal Opportunity Employer: Watson-Marlow Fluid Technology Solutions is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other protected characteristics as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Watson-Marlow Fluid Technology Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time.

At Watson-Marlow Fluid Technology Solutions, we are driven by innovation and are dedicated to creating an inclusive workplace where everyone is empowered to make a difference. As a world leader in manufacturing peristaltic pumps and associated fluid path technologies for the life sciences and process industries, we offer a wide range of products, including tubing, specialised filling systems and products for single-use applications.

Our purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our inclusive culture and values unite us, guide our decisions and inspire us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.