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

Aumente sus posibilidades de conseguir una entrevista leyendo la siguiente descripción general de este puesto antes de presentar su candidatura.
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 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 general 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

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