Job Description

Posted 5 hours ago

 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!