We share this beautiful world with so many other diverse species and animals, including dogs, cats, birds, small mammals like rabbits and guinea pigs, and even exotic pets like reptiles.
Kriti Jha, our next pathbreaker, Consumer Complaints and Product Quality Specialist at Royal Canin (United States), leads the wet portfolio at Royal Canin North America, and is tasked with ensuring that their pet food products meet the highest standards of quality and safety.
Kriti talks to Shyam Krishnamurthy from The Interview Portal about collaborating with cross-functional teams, including Global & Regional R&D, Operations, and Regulatory affairs, to monitor product quality, troubleshoot any issues, and ensure compliance with regulatory standards.
For students, and especially animal lovers, you have the opportunity to contribute to the well-being of pets, support responsible pet ownership, and promote sustainability, ultimately benefiting society as a whole.
Kriti, can you share your background with our young readers?
I hail from a town known for “Best litchi” called Muzaffarpur (Bihar), a place where every corner holds a story, and every scent evokes a memory. In this bustling environment, my childhood was a rich tapestry woven with the threads of familial love and intellectual curiosity.
My father used to work as a librarian. Meanwhile, my mother, supported by my beloved grandmother who diligently worked at the Public Works Department, infused our home with warmth and nourishment, both culinary and emotional.
My journey into the professional world commenced with an exhilarating internship at ITC Ltd, a foray into the dynamic landscape of food science where every day brought new learnings. Transitioning to the role of a Nutrition Consultant at Healthifyme, I found fulfillment in empowering others to lead healthier lives through informed dietary choices, however, I also got a clear understanding that I enjoy being a food science professional more than a nutrition professional. So, I returned to ITC as a Trainee to delve into the nuances of food texture and the ethical principles that underpin the industry. This period of growth and learning laid the foundation for my subsequent endeavors, including my tenure at Mars Pet Nutrition, India.
And now, as a Complaints & Product Quality Lead at Mars, USA (Royal Canin: A premium brand of Mars) I play a pivotal role in upholding the standards of excellence that define our brand.
From the bustling streets of Muzaffarpur to the global stage of the pet food industry, my journey has been marked by resilience, determination, and an unwavering dedication to excellence. Each step of the way, I have embraced new challenges with enthusiasm, driven by a desire to make a meaningful impact and honor the legacy of my upbringing.
What did you do for your graduation/post-graduation?
At the age of 18, I embarked on the adventure of marriage, but this union only ignited my passion for learning. Fueled by a desire to explore the vast realms of knowledge, I eagerly pursued my bachelor’s degree at the University of Delhi, where the vibrant city life expanded my horizons in ways I could never have imagined. Later, at Mount Carmel College, I delved deeper into the intricacies of food science and finished my master’s degree.
I pursued both my undergraduate and postgraduate studies in Food Science and Nutrition, driven by a clear aversion to the paths of engineering or medicine.
What were some of the key influences that led you to such an offbeat, unconventional and cool career in Food Science?
Indra Nooyi, the former CEO of PepsiCo, left an indelible mark on me from my school days, igniting a passion to pursue leadership within the food and beverage industry. However, as I started learning more about it, I came to understand that true leadership transcends titles or formal education like an MBA. It’s about cultivating essential leadership skills through dedicated work in any sector or role.
How did you plan the steps to get into the career you wanted or how did you make a transition to a new career? Tell us about your career path.
I pursued science during my 10+2 (PCB). Right after completing my board examinations, my parents emphasized that if I meet the cutoff for the University of Delhi, I would have to relocate to Delhi and study there for three years. This was because the top 2 colleges in 2014 offering bachelor’s degrees in food science and nutrition were affiliated with the University of Delhi.
For my master’s degree, I went to Mount Carmel College in Bengaluru, India. It’s one of the top ten colleges for science in India, with impressive alumni like Kiran Majumdar Shaw. During my postgraduate studies, I did a two-month internship at ITC Life Science and Technology Centre, where I learned about various chromatographic techniques. After finishing my internship, I returned to college to work on my thesis. But when COVID hit and everything went virtual, I joined HealthifyMe as a Nutrition Consultant. Once things improved, I went back to ITC, this time as a Trainee, where I gained practical experience in food texture and rheology.
Before finishing my traineeship, Mars Pet Nutrition offered me a job at their Hyderabad unit’s analytical laboratory because of my background.
At Mars, I immersed myself in the world of pet food quality, regulatory and food safety, driven by a commitment to ensuring the well-being of our beloved animal companions.
After my probation period got over at Mars PN India, I started my stretch assignment in Scientific and Regulatory Affairs, where I was covering the role of Regulatory Compliance Lead for the India business while also handling laboratory responsibilities. I was interested in Product Development at that point; however, I didn’t have enough experience for an internal role I applied for. After seeking advice from industry leaders & mentors, I focused on my strengths and applied for two roles at Mars, USA. Despite feeling nervous for the interviews due to my lack of a US degree or US experience, I managed multiple rounds of interview and eventually joined Royal Canin, a premium brand of Mars, as a Complaints and Product Quality Specialist. It’s been over eight months now, and I still feel deeply engaged and passionate about my work. I owe a lot to my strong support system of family, friends, and mentors, who helped me through tough times and encouraged me to take big risks in life.
Can you talk a little bit about the Pet food industry?
The pet industry in India is indeed experiencing significant growth, driven by factors like increasing urbanization, rising disposable incomes, and changing lifestyles. As for my role in this domain, I can provide insights, information, and answer queries related to the pet industry, including pet foods.
In the pet food sector, there’s a diverse range of products catering to various animals, including dogs, cats, birds, small mammals like rabbits and guinea pigs, and even exotic pets like reptiles. These products typically include dry kibble, wet canned food, raw food, treats, and supplements tailored to the nutritional needs of different species and life stages. At Mars PN India, we only produce kibbles as on today and here at RC NA (Royal Canin North America), we have both kibbles and canned wet food (for cats and dogs). I am only leading the product quality for canned wet dog and cat food.
Regulations governing pet food in India may not be as stringent as those for human food, but there are still draft standards in place (BIS) to ensure product safety and quality, FSSAI oversees the labeling part. In the U.S., the regulation of pet food primarily falls under the jurisdiction of the U.S. Food and Drug Administration (FDA) and the U.S. Department of Agriculture (USDA). The FDA regulates pet food, while the USDA oversees certain aspects, particularly related to labeling and claims for products containing meat. The FDA regulates the safety of ingredients used in pet food, including approving additives and setting maximum levels for contaminants. The Association of American Feed Control Officials (AAFCO) provides guidelines for ingredient definitions and nutritional adequacy.
Quality enforcement in the pet food industry involves inspections, audits, and testing to ensure compliance with regulatory standards. Manufacturers are required to adhere to Good Manufacturing Practices (GMP) and Hazard Analysis and Critical Control Points (HACCP) principles to maintain food safety. Additionally, product testing for nutritional content, contaminants, and microbiological safety is conducted to safeguard animal health. The manufacturing sites also need to be compliant with the FSSC 22000:2018 V6 & IS0 9001:2015 QMS.
How did you get your first break?
I got my first break at ITC as an Intern through my college (Mount Carmel College) as I had zero industry contacts back then.
What were some of the challenges that you faced? How did you address them?
Dealing with People with Seniority Complexes and Inadequate Skills: The most challenging aspects of working in the corporate world in India for me was navigating interactions with individuals who exhibited seniority complexes despite lacking the requisite skills for their role. Encountering such dynamics posed a unique set of obstacles, as I found myself in situations where individuals with inflated egos overshadowed their actual capabilities and demotivated me to the core.
In these scenarios, I adopted a multifaceted approach to address the issue effectively. Firstly, I maintained a professional demeanor and approached interactions with humility and respect, irrespective of the other party’s demeanor. By demonstrating a willingness to listen and learn, I aimed to foster an environment conducive to constructive dialogue and collaboration.
Secondly, I focused on showcasing my own skills and abilities through tangible contributions and results-oriented performance. By consistently delivering high-quality work and demonstrating competence in my role, I aimed to earn the respect and recognition of my peers, regardless of their seniority.
Additionally, I sought opportunities to offer support and assistance to those struggling with their responsibilities, thereby fostering a sense of camaraderie and teamwork. Through acts of mentorship and collaboration, I aimed to bridge the gap between perceived seniority and actual competency, fostering a culture of mutual respect and growth within the organization.
Ultimately, navigating interactions with individuals exhibiting seniority complexes without the requisite skills required a delicate balance of assertiveness, diplomacy, and empathy. By approaching these challenges with resilience, patience, and a commitment to personal and professional development, I was able to overcome obstacles and contribute positively to the team dynamic.
Where do you work now?
I work at Royal Canin, USA (a segment of Mars).
Royal Canin is a multinational company (acquired by Mars) that specializes in pet food and nutrition. Their primary focus is producing food for dogs and cats. Their products are designed to meet the specific nutritional needs of different breeds, sizes, ages, and health conditions of pets.
Royal Canin’s customers include both retail consumers and pet specialty stores, veterinary clinics, and animal professionals. Retail consumers purchase Royal Canin products for their pets from pet stores, supermarkets, and online retailers. Additionally, Royal Canin has a strong presence in the veterinary channel, where their products are recommended and sold by veterinarians for pets with specific health conditions or dietary requirements.
The value chain for pet food typically involves several stages:
1. Raw Material Sourcing: Royal Canin sources ingredients from suppliers around the world, ensuring quality and safety standards are met.
2.Manufacturing: Ingredients are processed and formulated into pet food products at Royal Canin’s manufacturing facilities.
3.Distribution: Finished products are distributed to various channels, including pet specialty stores, veterinary clinics, and retail outlets.
4.Retail Sales: Products are sold to end consumers through various retail channels, both offline and online.
5.Consumer Support: Royal Canin provides customer support and information through their website, customer service centers, and veterinary partnerships.
Complaints and Product Quality Issues:
Complaints and product quality issues can be raised by both retail consumers and veterinary professionals. These issues may include concerns about ingredient sourcing, product consistency, packaging defects, or adverse reactions in pets. Customers may raise complaints directly with Royal Canin, either through their customer service channels or via feedback forms on their website. Veterinary professionals may also communicate concerns through their professional networks or directly to Royal Canin representatives.
Royal Canin takes product quality and customer satisfaction seriously and typically addresses complaints through investigation, quality control measures, and product recalls if necessary. They also engage in ongoing research and development to improve their products and address any identified issues.
What problems do you solve?
As a Complaints & Product Quality Lead for the wet portfolio at Royal Canin North America, I am tasked with ensuring that our pet food products meet the highest standards of quality and safety. This involves identifying and resolving any issues related to product quality, consistency, or safety, whether it’s addressing customer complaints, implementing quality control measures, or collaborating with cross-functional teams to improve the formula and the manufacturing processes. By proactively addressing these challenges, I contribute to safeguarding the health and well-being of pets and fostering trust and satisfaction among our customers.
What skills are needed for the job? How did you acquire the skills?
The role of a Product Quality Lead demands a diverse skill set, including strong analytical abilities, attention to detail, problem-solving skills, and effective communication and collaboration skills. These skills are crucial for conducting quality risk assessments, analyzing data, coordinating with various stakeholders, and implementing quality improvement initiatives. I acquired these skills through a combination of formal education, professional training, and hands-on experience in the food science and nutrition field. My academic background in food science and nutrition provided me with a solid foundation of knowledge, while my previous roles in quality assurance and regulatory compliance equipped me with practical experience and insights into industry best practices.
What’s a typical day like?
A typical day as a Product Quality Lead at Royal Canin North America is dynamic and fast-paced. It often begins with reviewing any customer feedback or complaints received and prioritizing actions to address them promptly. Throughout the day, I collaborate with my team as well as cross-functional teams, including Global & Regional R&D, Operations, and Regulatory affairs, to monitor product quality, troubleshoot any issues, and ensure compliance with regulatory standards. This may involve conducting quality audits, analyzing product samples, reviewing production processes, and providing guidance on quality improvement initiatives. Additionally, I also participate in meetings with regional & global teams to discuss quality-related matters and ensure alignment with company standards and industry regulations.
What is it you love about this job?
What I love most about my role as a Product Quality Lead at Royal Canin is the opportunity to make a tangible impact on the lives of pets and their owners. By ensuring the quality and safety of our pet food products, I play a crucial role in promoting the health and well-being of companion animals and fostering trust and satisfaction among our customers. Additionally, I appreciate the collaborative and supportive work environment at Royal Canin, where I have the opportunity to work with talented and passionate individuals who share a common dedication to excellence and innovation in pet nutrition.
How does your work benefit society?
My work as a Complaints & Product Quality Lead at Royal Canin benefits society in several ways:
- Ensuring Pet Health and Well-being: By maintaining rigorous quality standards for our pet food products, I contribute to safeguarding the health and well-being of companion animals. High-quality nutrition is essential for pets to thrive and lead healthy lives, and my role involves ensuring that our products meet these standards.
- Building Trust and Confidence: Through my efforts to uphold product quality and safety, I help build trust and confidence among pet owners in the products they feed their beloved pets. This trust is essential for fostering long-term relationships with customers and enhancing brand reputation.
- Supporting Responsible Pet Ownership: By providing pet owners with safe and nutritious food options for their pets, I support responsible pet ownership. Proper nutrition is a cornerstone of pet care, and by ensuring the quality of our products, I empower pet owners to make informed choices for their furry companions.
- Promoting Sustainability: As part of Royal Canin, I am committed to sustainability initiatives aimed at reducing our environmental footprint and promoting responsible sourcing practices. By upholding quality standards throughout the supply chain, I contribute to these efforts and help promote sustainable practices within the pet food industry.
Overall, my work as a Product Quality Lead at Royal Canin contributes to the well-being of pets, fosters trust among pet owners, supports responsible pet ownership, and promotes sustainability, ultimately benefiting society as a whole.
Your advice to students based on your experience?
Based on my experiences, here are some pieces of advice for students:
- Pursue Your Passions: Don’t feel pressured to follow a specific career path just because it’s popular or expected. Follow your passions and interests and pursue a field of study that excites you and aligns with your goals.
- Embrace Challenges: Challenges and obstacles are inevitable, especially as you enter the workforce. Embrace them as opportunities for growth and learning. Use setbacks as stepping stones to propel you forward, and don’t be afraid to take risks and try new things.
- Build a Strong Network: Networking is key to success in any industry. Take advantage of opportunities to connect with professionals in your field of interest, whether through internships, mentorship programs, or industry events. Cultivate relationships with peers, professors, and professionals who can offer guidance and support.
- Be Open to Learning: Learning doesn’t stop when you graduate. Stay curious and open-minded and be willing to continuously learn and adapt to new technologies, trends, and developments in your field. Seek out opportunities for further education and professional development to stay ahead of the curve.
- Stay Resilient: The road to success is rarely smooth, and you may encounter setbacks and failures along the way. Stay resilient in the face of adversity and remember that setbacks are temporary. Use them as opportunities to learn, grow, and become stronger.
- Follow Your Own Path: Don’t compare your journey to others or feel pressured to conform to societal expectations. Trust in your abilities and intuition, and chart your own course based on what feels right for you. Remember that success looks different for everyone, and there’s no one-size-fits-all formula for achieving your goals.
Future Plans?
As a Complaints & Product Quality Specialist, my future plans involve further honing my expertise in quality assurance and product management while also expanding my leadership capabilities. Overall, my future plans revolve around continuous learning, collaboration, process improvement, leadership development, and maintaining a customer-centric focus. By pursuing these objectives, I can contribute to the success of the organization and continue to grow and excel in my role.