Consumer Disputes Team Lead

hace 2 semanas

Barcelona, Barcelona, España Edreams Odigeo A tiempo completo
About the Role

We are seeking a highly skilled and experienced Consumer Disputes Team Lead to join our team at eDreams Odigeo. As a key member of our Communications team, you will be responsible for leading a high-performing team in managing consumer disputes and litigations.

Key Responsibilities
  • Coach, lead, and support team members to deliver high-quality solutions to mitigate legal consumer risks and increase customer satisfaction.
  • Manage day-to-day prioritization and workflow to ensure efficient and effective dispute resolution.
  • Report on key performance indicators (KPIs) and performance follow-up to ensure team goals are met.
  • Support team members in writing, editing, and approving communication materials for consumer authorities, associations, lawyers, and other private legal practitioners.
  • Coordinate legal inquiries with the Legal and Regulatory team and GDPR inquiries with the Data Protection Officer (DPO) team.
  • Support the Manager in coordinating relationships with government and regulatory authorities in relation to consumer cases.
  • Identify and report potential PR risks in national and local media to minimize negative visibility.
  • Lead initiatives and projects, and coordinate team members on these efforts.
  • Measure, analyze, and report on the results of initiatives, and present them in a clear and effective way to improve team performance and optimize business processes.
Requirements
  • Generalist experience in leading people and/or teams.
  • Demonstrated and solid experience in consumer and tourism disputes and litigations management, with a strong understanding of Spanish regulations in a tech and online environment.
  • Strong understanding of data protection regulations.
  • Previous consumer and tourism experience at the European level is a plus.
  • Proven track record of successfully resolving cases in both traditional and interactive consumer channels.
  • Proficient 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.
What We Offer
  • A competitive salary and benefits package, including flexible benefits, performance-based bonuses, and a birthday day off.
  • Continuous learning opportunities, including free Coursera access, soft skills workshops, tech training, and leadership development.
  • A great onboarding program and personalized career paths to help you grow and thrive in your career.
  • Internal mobility opportunities to pursue horizontal career changes and promotions.
  • A hybrid home-office model focused on outcome, not time-in-seat, to help you achieve a better work-life balance.
  • A dynamic and healthy work environment, with opportunities to connect with colleagues and enjoy free fruit, coffee, and tea at our offices.

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