eDreams ODIGEO is the world’s leading travel subscription platform and one of Europe’s largest e-commerce businesses. We proudly serve over 20 million customers across 44 markets through our four renowned online travel agency brands: eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine, Liligo. Our listing on the Spanish Stock Market and collaboration with nearly 700 airlines demonstrate our commitment to excellence.
Back in 2017, we launched Prime—the first subscription product in the travel sector, which has now amassed an incredible 4.6 million members. At eDreams ODIGEO, we offer the best quality products in flights, low-cost airlines, hotels, dynamic packages, cruises, car rentals, and travel insurance. Our mission is to make travel easier, more accessible, and better value for consumers worldwide.
We are seeking VIP Customer Communications Specialist to execute effective communication and management of the VIP Premium cases. The VIP Customer Communications Specialist will directly report to the VIP Communications Team Lead and will be part of the eDreams ODIGEO Communications team, which is in a strong growth environment and will be based in our Barcelona office. 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 industry.
Key responsibilities:
- Manage the VIP Premium accounts and its related complaints end-to-end;
- Proactively work and follow-up on all the VIP Premium customer’s touch points to ensure an excellent Customer Experience with the best-in-class service to these highly valued individuals;
- Identify the potential PR risks in both national and local media and legal risks to mitigate negative impact, in liaised with the relevant stakeholders, with the aim to minimise negative visibility in print, broadcast, TV and online, by managing these complaints;
- Coordinate key VIP media inquiries with Comms & PR Managers related to the VIP Premium accounts;
- Write, edit and distribute communication material to VIP Premium customers;
- Help the Comms & PR team maintain a network of key business, travel, consumer, corporate and technology trade and other target media contacts;
- Support other VIP tasks such as: Social Care channels, customer complaints addressed directly to CSM members, legal customer complaints, consumer organisation files, customer court cases, regulatory consumer cases and data protection consumer rights cases;
- Lead individual projects related to the VIP Communications team, collaborate with the team members and/or participate in cross-functional projects;.
- Measure, analyse and report on the results of initiatives.
Required Qualifications:
- Minimum 1 year of previous generalist experience in the management of VIP accounts, sensitive customer complaints, PR, media relations and/or Social Media management;
- Experience in handling VIP accounts;
- A high level of GDS Amadeus knowledge is a must;
- Used to work with CRM tools;
- Excellent writing and speaking communication skills as well as an excellent grammar in English (another languages will be valuable)
- Proficient level of English is a must.
Personal skills:
- Passion for the travel industry;
- Acute sense of judgement, tact, diplomacy and crisis communication;
- High analytical capacity, proactive problem solving mindset and highly organised;
- 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 24/7 business needs.
Valuable:
- Experience in handling Spanish and/or European consumer regulatory complaints, data protection cases and/or court cases will be a plus;
- Proven successes in both traditional and interactive claims channels;
- Other languages will be an advantage, including: German, English, Spanish, Italian, French, Catalan and/or Portuguese;
- GDS Galileo knowledge will be a plus.
What we offer:
- 🕝 You will have a great lifestyle and work-life-balance with our flexible hours policy and short Friday schedule (9am-3pm)
- 📍 At eDreams your team decides how often they meet: Flexible work policy with different hybrid options from Spain. Check with your recruiter for more details for this specific vacancy
- ✈ Free eDreams Prime Plus subscription to benefit from significant discounts on your flights and hotel bookings. Now you can include your friends and family too!
- 🤸♂️ Discounted gym memberships
- 📚 Free subscription to Coursera, a top-notch external learning platform
- 🍽 Flexible remuneration plan that allows you to redistribute part of your annual remuneration in goods and services, paying reduced tax rates, such as your kids’ education, public transport, restaurants, and private health insurance.
- Free English and Spanish courses
- 🍏 Fresh fruit and free coffee in the office (with many types of milk alternatives)
- 🌎 New to the city? We also offer great relocation packages (including visa support for specific open positions)
- ✨ Office in the heart of Barcelona with a beautiful rooftop terrace to have a break or enjoy our social activities – yes, parties are welcome here!
… And the opportunity to work in a dynamic, dedicated, fun and passionate team of professionals. We journey together!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
