Descripción de la oferta
pbAbout Geely: /b /ppbPosition Objective /b /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. The role is accountable for customer satisfaction (NPS/CSI), case resolution governance, retention strategy, and reputational risk mitigation in the Spanish market. /ppbr/ppbKey Responsibilities /b /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 /ul
