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.Puede obtener más detalles sobre la naturaleza de esta vacante y lo que se espera de los solicitantes leyendo la información a continuación.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 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.5.Data Analytics & Business Intelligence * 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.* Develop reporting dashboards covering: * NPS / CSI * Case volume & resolution KPIs * Warranty-related complaints * Regulatory risk exposure * Provide structured reporting to management and HQ.6.Customer Growth & Retention Programs * Develop outbound customer engagement campaigns linked to: * Seasonal campaigns * Sales initiatives * 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.7.Team Leadership & Culture * 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.8.Risk & Cost Control * 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. xkdbapo 9.Additional Duties * Undertake other responsibilities reasonably required and aligned with the business development of the Company in Spain.

📌 Customer Relations Management (Antas de Ulla)
🏢 Geely Auto España
📍 Antas de Ulla