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 • 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 global customer experience programs for the Spanish market. 2. 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. 3. 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. 4. Dealer Network CRM Enablement • 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. 5. Data Analytics & Business Intelligence • 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: • NPS / CSI • Case volume & resolution KPIs • Warranty-related complaints • Regulatory risk exposure • Provide structured reporting to management and HQ. 6. Customer Growth & Retention Programs • Develop outbound customer engagement campaigns linked to: • 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. 7. Team Leadership & Culture • 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. 8. Risk & Cost Control • 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. 9. Additional Duties • Undertake other responsibilities reasonably required and aligned with the business development of the Company in Spain.