Descripción de la oferta
About Geely:Position ObjectiveTo 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 Responsibilities1. 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.
