Customer Relations Management - chazo (España)

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 general 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