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

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