As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!
We’re seeking an experienced Customer VIP Customer Communications Senior Specialist to join our eDreams ODIGEO Communications team, which is in a strong growth environment and will be based in our Barcelona office to manage sensitive complaints directly reporting to the VIP Customer Communications Team Lead. This role is a great opportunity to explore multiple eDO business areas as it is a position working cross-functionality, understanding the different teams’ processes to investigate and analyse the potential improvements as well as to deepen your knowledge of the e-commerce, tourism and consumer industries.. If you’re ready to soar, we’re ready to take you there.
Why eDreams ODIGEO
Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.
Millions of customers every year across 44 markets – 5 brands – 7M members in Prime
More than 100 million searches per day – Up to 6 billion daily AI predictions[e1]
Over 1,600 employees – More than 60 different nationalities from all continents – 99% permanent contracts – 36 average age
We’re the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe. We are a tech company revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.
What you will do:
The Role’s Key Responsibilities and Tasks
As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a VIP Customer Communications Senior Specialist in the VIP Communications team, you will be in charge of:
- Autonomously manage complex complaints from VIP and sensitive customers, as well as complaints addressed directly to CSM members, identifying potential reputational risks and providing feedback on process improvement;
- Autonomously manage brand reputation through complex customer complaints received on our social media channels, identifying potential social media noise and supporting and working with Community Managers to mitigate negative impact by improving brand perception through all these channels;
- Identify PR risks in both national and local media to minimise negative visibility in print, broadcast, TV and online, by managing customer complaints;
- Proactively working to ensure excellent service to these highly valued individuals;
- Collaborate on coordinating VIP media inquiries with Comms & PR Managers related to the customer complaints;
- Help the Comms & PR team maintain a network of key business, travel, consumer, corporate and technology trade and other target media contacts as well as collaborate on writing, editing and distributing communication material to VIP customers;
- Support other VIP tasks such as: legal customer complaints, consumer organisation files, customer court cases, regulatory consumer cases and data subject rights cases;
- Support VIP Communications projects collaborating with the team members when required;
- Lead individual projects related to the VIP Communications team, collaborate with the team members and/or participate in cross-functional projects;
- Act as a mentor, lead onboardings and share knowledge as well as provide support to other team members.
- Measure, analyse and report on the results of initiatives.
What you need to succeed:
Good to have
Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed:
- Minimum 3 years of previous generalist experience in a Customer Care department -travel/ tourism related- and managing of VIP accounts, sensitive customer complaints, PR, media relations and/or Social Media management;
- Highly capacity to work with CRM, G-suite and case management tools;
- Knowledgeable about the different complaint channels (traditional, interactive, digital and legal);
- Able to conduct a reputation’ risk assessment;
- Knowledge of GDS Amadeus and/or Galileo is essential;
- Excellent writing and communication skills as well as an excellent grammar in Spanish at native level, as well as proficient level of English and French is a must.
Personal skills:
- Generalist tourism previous experience and passionate for the travel industry;
- Previous experience in Customer Care, PR, media relations, VIP management and/or Social Media management.
- Experience in handling VIP accounts and/or sensitive customer complaints;
- Highly acute sense of judgement, tact, diplomacy and crisis communication;
- High analytical capacity, proactive problem solving mindset and highly organised;
- Smart and autonomous with a positive attitude willingness to support your colleagues and act as a role model;
- Customer-oriented, used to or comfortable working under pressure and constantly prioritising, with a passionate mind-set and eager to learn and a great teamwork attitude;
- Flexibility to respond to crisis business needs.
Valuable:
- Basic project management skills will be a plus.
- Other languages will be an advantage, including: German, Italian, Dutch, Catalan, Euskera, Galician and/or Portuguese.
What’s in it for you?
The best talent deserves the best benefits
At eDO, we want you to be a part of our success story and great culture.
Here’s what we offer:
- A rewarding Compensation package! 💥 Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.
- Continuous learning to fuel your growth and explore new horizons! 📚 Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
- Grow opportunities to empower your career, and unleash your potential! 🚀 Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
- Your Well-being is our priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You’ll be able to find the right work-personal life balance that suits you best.
- Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
- Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You’ll work in an Agile mindset environment with recognition at our core.
Wanna take a peek into what it’s like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!
If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel.
Apply now!
We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation. Don’t meet every requirement? If you’re excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless.
