Customer Relations Management Geely Auto España•Granadilla de Abona, canarias, 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 o Define and implement the CRM strategy for Spain in alignment with OEM global standards and local market requirements. o Establish and optimize customer case management platforms, workflows, escalation matrices, and SOPs. o Ensure consistent application of customer policies across all dealers and business partners. o Lead the localization of integral customer experience programs for the Spanish market. 2.



Regulatory & Compliance Management o Ensure full compliance with Spanish consumer protection legislation (Real Decreto Legislativo 1/2007), warranty obligations, and after-sales regulatory requirements. o Guarantee compliance with GDPR and Spanish data protection law (LOPDGDD) in all customer data handling processes. o Manage regulatory complaints, official claims (Hoja de Reclamaciones), and arbitration/consumer authority cases in coordination with the Legal Department. o Mitigate financial and reputational risks arising from escalated cases. 3. Customer Case & Escalation Management o Oversee the resolution of high-impact, sensitive or reputational-risk cases. o Develop structured escalation protocols between OEM, dealer network, and HQ. o Identify at-risk customers and implement retention or win-back strategies. o Monitor response time, resolution quality, and customer satisfaction performance metrics. 4. Dealer Network CRM Enablement o Provide CRM guidance, training and performance moni

📌 Customer Relations Management (Santa Cruz de Tenerife)
🏢 Geely Auto España
📍 Santa Cruz de Tenerife