Customer Relations Management - Madrid

Full-time Gestión y operaciones

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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 ...