PAbout the job /ppbr/ppstrongAbout Geely: /strong /ppstrongPosition Objective /strong /ppTo 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.
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The role is accountable for customer satisfaction (NPS/CSI), case resolution governance, retention strategy, and reputational risk mitigation in the Spanish market.
/ppbr/ppstrongKey Responsibilities /strong /pp1.
Customer Experience Strategy Governance /pulliDefine and implement the CRM strategy for Spain in alignment with OEM global standards and local market requirements.
/liliEstablish and optimize customer case management platforms, workflows, escalation matrices, and SOPs.
/liliEnsure consistent application of customer policies across all dealers and business partners.
/liliLead the localization of global customer experience programs for the Spanish market.
/li /ulp2.
Regulatory Compliance Management /pulliEnsure full compliance with Spanish consumer protection legislation (Real Decreto Legislativo 1/2007), warranty obligations, and after-sales regulatory requirements.
/liliGuarantee compliance with GDPR and Spanish data protection law (LOPDGDD) in all customer data handling processes.
/liliManage regulatory complaints, official claims (Hoja de Reclamaciones), and arbitration/consumer authority cases in coordination with the Legal Department.
/liliMitigate financial and reputational risks arising from escalated cases.
/li /ulp3.
Customer Case Escalation Management /pulliOversee the resolution of high-impact, sensitive or reputational-risk cases.
/liliDevelop structured escalation protocols between OEM, dealer network, and HQ.
/liliIdentify at-risk customers and implement retention or win-back strategies.
/liliMonitor response time, resolution quality, and customer satisfaction performance metrics.
/li /ulp4.
Dealer Network CRM Enablement /pulliProvide CRM guidance, training and performance monitoring to the dealer network.
/liliAudit dealer compliance with brand standards in customer communication and complaint handling.
/liliSupport dealer improvement plans based on CSI/NPS results and complaint analysis.
/liliEnsure consistency in brand tone, messaging and premium service standards across all touchpoints.
/li /ulp5.
Data Analytics Business Intelligence /pulliAnalyze customer behavior trends, complaint root causes, and loyalty indicators to identify business improvement opportunities.
/liliTranslate customer insights into actionable strategies supporting Sales, After-Sales and Marketing.
/liliDevelop reporting dashboards covering: /liliNPS / CSI /liliCase volume resolution KPIs /liliWarranty-related complaints /liliRegulatory risk exposure /liliProvide structured reporting to management and HQ.
/li /ulp6.
Customer Growth Retention Programs /pulliDevelop outbound customer engagement campaigns linked to: /liliSeasonal campaigns /liliSales initiatives /liliService promotions /liliRecall or quality actions /liliCollaborate cross-functionally (Sales, After-Sales, Marketing, Legal, Quality).
/liliSupport customer lifecycle management initiatives to increase retention and repeat purchase.
/li /ulp7.
Team Leadership Culture /pulliBuild and lead a customer-centric team culture.
/liliSet measurable KPIs and performance standards.
/liliCoach and mentor team members to ensure premium service delivery.
/liliPromote continuous improvement through KPI monitoring and structured feedback loops.
/li /ulp8.
Risk Cost Control /pulliMonitor cost impact of goodwill, compensation cases, and customer programs.
/liliEnsure structured decision-making framework balancing customer satisfaction and financial sustainability.
/liliIdentify systemic issues and drive corrective actions with relevant departments.
/li /ulp9.
Additional Duties /pulliUndertake other responsibilities reasonably required and aligned with the business development of the Company in Spain.
/li /ulpbr/ppstrongOffice Transport: /strong /ppNewly renovated modern office with electric adjustable sit-stand desks. xqysrnh
/ppOnly a 4 mins walk from Macquarie Park Metro station to our office, easy driving access via A3, Epping Rd, and M3 nearby.