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Position Objective

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 Responsibilities

1. Customer Experience Strategy & Governance
- Define and implement the CRM strategy for Spain in alignment with OEM global 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.

3. Customer Case & Escalation Management
- 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.

4. Dealer Network CRM Enablement
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📌 Customer Relations Management (Pontevedra)
🏢 Geely Auto España
📍 Pontevedra