Customer Relations Management - Geely Auto España Geely Auto España castilla león, Spain Descripción del trabajo 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 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 integral 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. #J-18808-Ljbffr

📌 Customer Relations Management - Geely Auto España
🏢 Geely Auto España
📍 España