About Geely: 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 general 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 * Provide CRM guidance, training and performance monitoring to the dealer network. * Audit dealer compliance with brand standards in customer communication and co

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