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 general 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 global customer experience programs for the Spanish market.

- 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 monitoring to the dealer network. o Audit dealer compliance with brand standards in customer communication and complaint handling. o Support dealer improvement plans based on CSI/NPS results and complaint analysis. o Ensure consistency in brand tone, messaging and premium service standards across all touchpoints.

- Data Analytics & Business Intelligence o Analyze customer behavior trends, complaint root causes, and loyalty indicators to identify business improvement opportunities. o Translate customer insights into actionable strategies supporting Sales, After-Sales and Marketing. o Develop reporting dashboards covering: + NPS / CSI + Case volume & resolution KPIs + Warranty-related complaints + Regulatory risk exposure o Provide structured reporting to management and HQ. 6.

Customer

Growth & Retention Programs o Develop outbound customer engagement campaigns linked to: + Seasonal campaigns + Sales initiatives + Service promotions + Recall or quality actions o Collaborate cross-functionally (Sales, After-Sales, Marketing, Legal, Quality). o Support customer lifecycle management initiatives to increase retention and repeat purchase.

- Team Leadership & Culture o Build and lead a customer-centric team culture. o Set measurable KPIs and performance standards. o Coach and mentor team members to ensure premium service delivery. o Promote continuous improvement through KPI monitoring and structured feedback loops.
- Risk & Cost Control o Monitor cost impact of goodwill, compensation cases, and customer programs. o Ensure structured decision‑making framework balancing customer satisfaction and financial sustainability. o Identify systemic issues and drive corrective actions with relevant departments. 9.

Additional

Duties o Undertake other responsibilities reasonably required and aligned with the business development of the Company in Spain. xkdbapo

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