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.
Office & Transport:
Newly renovated modern office with electric adjustable sit-stand desks.
Only a 4 mins walk from Macquarie Park Metro station to our office, easy driving access via A3, Epping Rd, and M3 nearby.
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