As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!
We’re seeking a passionate, experienced Regulatory Consumer Complaints Team Lead to champion customer satisfaction. In this role, you’ll lead a high-performing team managing consumer disputes & litigations. By also proactively identifying legal and reputational risks, you’ll provide valuable insights to optimise processes across the business, ultimately improving the customer experience. The Consumer Disputes & Litigations Team Lead role reports to the VIP Customer Communications Manager and joins the eDreams ODIGEO Communications team, which is in a strong growth environment, and will be based in our Barcelona office.
Why eDreams ODIGEO
Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.
20 million customers – 44 markets – 5 brands – 6.5M members in Prime
16.2 million bookings FY23 – More than 50,000 bookings per day – 100 million daily user searches
1400 employees – More than 50 different nationalities – 99% permanent contracts – 36.3 average age
We’re a leading travel 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 Consumer Disputes & Litigations Team Lead you will be in charge of:
- Coach, lead, and support your team members to deliver high-quality, results-oriented and innovative solutions to mitigate legal consumer risks and increase our customer satisfaction;
- Managing the day-to-day prioritisation and workflow;
- Report on KPIs and performance follow-up;
- Support your team in writing, editing, approving and distributing communication material to consumer authorities, associations, lawyers, and other private legal practitioners;
- Coordinate Legal inquiries with the Legal and Regulatory team;
- Coordinate GDPR inquiries with the DPO team;
- Support the Manager in coordinating relationships with government and regulatory authorities in relation to our consumer cases;
- Report identified PR risks in both national and local media to minimise negative visibility in print, broadcast, TV and online;
- Lead initiatives and projects as well as coordinate your team members on it;
- Measure, analyse and report on the results of initiatives, present them in a clear and effective way in order to improve the team’s performance and optimise business processes, as well as implement them accordingly.
What you need to succeed:
Job Requirements
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:
- Demonstrated experience in leading people and/or teams;
- Demonstrated and solid experience in consumer and tourism disputes and litigations’ management of the Spanish regulations in a tech and online environment;
- Strong understanding of data protection regulations;
- Previous consumer and tourism experience at the European level will be a plus;
- Proven track record of successfully resolving cases in both traditional and interactive consumer channels;
- Used to work with the Spanish electronic environment;
- Master in working with Google tools (G-Drive, G-Sheet, G-Slide, G-Docs);
- Native in Spanish: writing and verbal communication skills with proven legal-writing experience (including legal argumentation and legal bases);
- English at a professional level is a must.
Personal skills:
- Passion for the travel industry;
- Knowledge of relevant industry best practices would be beneficial;
- Leadership, open communication and teamwork;
- Excellent acute sense of judgement, tact, diplomacy, and crisis communication;
- Excellent analytical and problem-solving skills to identify potential legal and reputational risks;
- Customer-centric with the ability to manage multiple priorities and initiatives, and handle deadlines in a fast-paced environment;
- Passionate mindset and eager to learn with a great teamwork attitude;
- Must be results-oriented, and organised with a holistic vision focused on automation and continuous improvement;
- High ability to negotiate on a win-win perspective and strong conflict resolution skills;
- Required availability and commitment to handle crisis business needs.
Valuable:
- Knowledge of other languages would be a plus (mainly Italian);
- Knowledge in consumer and tourism disputes and litigation management of the Italian regulations in a tech and online environment;
- GDS Amadeus, Galileo knowledge or others will be a plus;
- Used to work with Slack or Teams;
- Knowledge of Data Studio, SQL and GA will be a plus.
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.
