Overview

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 general customer experience programs for the Spanish market.
2. Regulatory Compliance Management
   • ...