Customer Relations Management Geely Auto España - Granadilla de Abona, canarias, Spain

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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

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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.

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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.

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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.

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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.

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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:

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- NPS / CSI

- Case volume & resolution KPIs

- Warranty-related complaints

- Regulatory risk exposure

- Provide structured reporting to management and HQ.

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Customer Growth & Retention Programs

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- Develop outbound customer engagement campaigns linked to:

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- 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.

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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.

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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. xhfqzwm

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Additional Duties

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

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