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.