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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

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- 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

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- 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

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- 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

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- 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

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- 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

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- 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

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- 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

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- 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

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

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Hay opciones de teletrabajo/trabajo desde casa disponibles para este puesto.

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