To lead and develop the Customer Relations function in Spain, ensuring regulatory compliance, manufacturer standards alignment, and the delivery of a premium end-to-end customer experience across the dealer network. The role is accountable for customer satisfaction (NPS/CSI), case resolution governance, retention strategy, and reputational risk mitigation in the Spanish market.

Key Responsibilities1. Customer Experience Strategy & Governance

- Define and implement the CRM strategy for Spain in alignment with OEM integral standards and local market requirements.
- Establish and optimize customer case management platforms, workflows, escalation matrices, and SOPs.
- Ensure consistent application of customer policies across all dealers and business partners.
- Lead the localization of global customer experience programs for the Spanish market.

2. Regulatory & Compliance Management
- Ensure full compliance with Spanish consumer protection legislation (Real Decreto Legislativo 1/2007), warranty obligations, and after-sales regulatory requirements.
- Guarantee compliance with GDPR and Spanish data protection law (LOPDGDD) in all customer data handling processes.
- Manage regulatory complaints, official claims (Hoja de Reclamaciones), and arbitration/consumer authority cases in coordination with the Legal Department.
- Mitigate financial and reputational risks arising from escalated cases.
- Oversee the resolution of high-impact, sensitive or reputational-risk cases.
- Develop structured escalation protocols between OEM, dealer network, and HQ.
- Identify at-risk customers and implement retention or win-back strategies.
- Monitor response time, resolution quality, and customer satisfaction performance metrics.
- Provide CRM guidance,



training and performance monitoring to the dealer network.
- Audit dealer compliance with brand standards in customer communication and complaint handling.
- Support dealer improvement plans based on CSI/NPS results and complaint analysis.
- Ensure consistency in brand tone, messaging and premium service standards across all touchpoints.
- Analyze customer behavior trends, complaint root causes, and loyalty indicators to identify business improvement opportunities.
- Translate customer insights into actionable strategies supporting Sales, After-Sales and Marketing.
- NPS / CSI
- Warranty-related complaints
- Provide structured reporting to management and HQ.

6. Customer Growth & Retention Programs
- Develop outbound customer engagement campaigns linked to:
- Seasonal campaigns
- Service promotions
- Recall or quality actions
- Collaborate cross-functionally (Sales, After-Sales, Marketing, Legal, Quality).
- Support customer lifecycle management initiatives to increase retention and repeat purchase.
- Build and lead a customer-centric team culture.
- Set measurable KPIs and performance standards.
- Coach and mentor team members to ensure premium service delivery.
- Promote continuous improvement through KPI monitoring and structured feedback loops.
- Monitor cost impact of goodwill, compensation cases, and customer programs.
- Ensure structured decision-making framework balancing customer satisfaction and financial sustainability.
- Identify systemic issues and drive corrective actions with relevant departments. xhfqzwm

9. Additional Duties
- Undertake other responsibilities reasonably required and aligned with the business development of the Company in Spain.

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📌 Customer Relations Management (Madrid)
🏢 Geely Auto España
📍 Madrid