Customer Relations Manager – Spain

About the role

We are looking for a senior professional to lead the Customer Relations function for Geely in Spain. The role will be responsible for shaping and executing the CRM strategy, ensuring regulatory compliance, and delivering a premium end‑to‑end customer experience across the dealer network.

Key responsibilities

• Define and implement a Spain‑specific CRM strategy aligned with OEM global standards.
• Establish and optimise case‑management platforms, workflows, escalation matrices and SOPs.
• Ensure full compliance with Spanish consumer‑protection legislation, warranty obligations and GDPR/LOPDGDD.
• Manage regulatory complaints, official claims and arbitration cases in coordination with the Legal department.
• Oversee resolution of high‑impact or reputational‑risk cases and develop retention or win‑back programmes.
• Provide CRM guidance, training and performance monitoring to the dealer network and audit compliance with brand standards.
• Analyse customer behaviour, complaint root causes and loyalty indicators; produce dashboards covering NPS, CSI, case volume, warranty complaints and regulatory risk.
• Design and execute outbound customer engagement campaigns linked to sales, service promotions, recalls and quality actions.
• Lead a customer‑centric team, fostering a culture of continuous improvement.

Required profile

• Proven experience leading CRM or customer‑experience functions in the automotive or a similarly regulated industry.
• Strong knowledge of Spanish consumer‑protection law and GDPR/LOPDGDD requirements.
• Demonstrated ability to manage cross‑functional teams and dealer networks.
• Track record of improving NPS/CSI and handling complex escalations.
• Fluent in Spanish and English.

Required skills