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.
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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 general 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, tra
📌 Customer Relations Management (Bilbao)
🏢 Geely Auto España
📍 Bilbao
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