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.Solicitar este puesto es simple. Desplácese hacia abajo y haga clic en "Solicitar" para ser considerado para esta posición.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 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 monit

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