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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 c...