ppTo 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. /ph3Key Responsibilities /h3h31. Customer Experience Strategy Governance /h3ulliDefine and implement the CRM strategy for Spain in alignment with OEM general standards and local market requirements. /liliEstablish and optimize customer case management platforms, workflows, escalation matrices, and SOPs. /liliEnsure consistent application of customer policies across all dealers and business partners. /liliLead the localization of global customer experience programs for the Spanish market. /li /ulh32. Regulatory Compliance Management /h3ulliEnsure full compliance with Spanish consumer protection legislation (Real Decreto Legislativo 1/2007), warranty obligations, and after-sales regulatory requirements. /liliGuarantee compliance with GDPR and Spanish data protection law (LOPDGDD) in all customer data handling processes. /liliManage regulatory complaints, official claims (Hoja de Reclamaciones), and arbitration/consumer authority cases in coordination with the Legal Department. /liliMitigate financial and reputational risks arising from escalated cases. /liliOversee the resolution of high-impact, sensitive or reputational-risk cases. /liliDevelop structured escalation protocols between OEM, dealer network, and HQ. /liliIdentify at-risk customers and implement retention or win-back strategies. /liliMonitor response time, resolution quality, and customer satisfaction performance metrics. /liliProvide CRM guidance,



training and performance monitoring to the dealer network. /liliAudit dealer compliance with brand standards in customer communication and complaint handling. /liliSupport dealer improvement plans based on CSI/NPS results and complaint analysis. /liliEnsure consistency in brand tone, messaging and premium service standards across all touchpoints. /liliAnalyze customer behavior trends, complaint root causes, and loyalty indicators to identify business improvement opportunities. /liliTranslate customer insights into actionable strategies supporting Sales, After-Sales and Marketing. /liliNPS / CSI /liliWarranty-related complaints /liliProvide structured reporting to management and HQ. /li /ulh36. Customer Growth Retention Programs /h3ulliDevelop outbound customer engagement campaigns linked to: /liliSeasonal campaigns /liliService promotions /liliRecall or quality actions /liliCollaborate cross-functionally (Sales, After-Sales, Marketing, Legal, Quality). /liliSupport customer lifecycle management initiatives to increase retention and repeat purchase. /liliBuild and lead a customer-centric team culture. /liliSet measurable KPIs and performance standards. /liliCoach and mentor team members to ensure premium service delivery. /liliPromote continuous improvement through KPI monitoring and structured feedback loops. /liliMonitor cost impact of goodwill, compensation cases, and customer programs. /liliEnsure structured decision-making framework balancing customer satisfaction and financial sustainability. /liliIdentify systemic issues and drive corrective actions with relevant departments. /li /ulh39. Additional Duties /h3ulliUndertake other responsibilities reasonably required and aligned with the business development of the Company in Spain. /li /ul /p #J-18808-Ljbffr

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