Customer Relations Management
hace 2 meses
Madrid
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.
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