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
- Customer Experience Strategy & Governance
- 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.
- Regulatory & Compliance Management
- 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.
- Customer Case & Escalation Management
- 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.
- Dealer Network CRM Enablement
- Provide CRM guidance, training and performance monitoring to the dealer network.
- Audit dealer compliance with brand standards in customer communication an
