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Consumer Disputes Team Lead

hace 2 meses

Barcelona, Barcelona, España eDreams ODIGEO A tiempo completo
Consumer Disputes & Litigations Team Lead

We're seeking a seasoned professional to lead our Consumer Disputes & Litigations Team. As a champion of customer satisfaction, you'll oversee a high-performing team managing consumer disputes & litigations. By proactively identifying legal and reputational risks, you'll provide valuable insights to optimize processes across the business, ultimately enhancing the customer experience.

Key Responsibilities:
  • Coach and lead your team to deliver high-quality solutions mitigating legal consumer risks and increasing customer satisfaction;
  • Manage day-to-day prioritization and workflow;
  • Report on KPIs and performance follow-up;
  • Support your team in creating, editing, and distributing communication materials 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 consumer cases;
  • Report identified PR risks in national and local media to minimize negative visibility;
  • Lead initiatives and projects, and coordinate team members on them;
  • Measure, analyze, and report on initiative results, presenting them clearly to improve team performance and optimize business processes.
Requirements:
  • Generalist experience in leading people and/or teams;
  • Demonstrated experience in consumer and tourism disputes and litigations management under 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 resolving cases in traditional and interactive consumer channels;
  • Experience working with the Spanish electronic environment;
  • Master in working with Google tools (G-Drive, G-Sheet, G-Slide, G-Docs);
  • Proficient Spanish writing and verbal communication skills with proven legal-writing experience;
  • English at a professional level is a must.
Personal Skills:
  • Passion for the travel industry;
  • Knowledge of relevant industry best practices is beneficial;
  • Leadership, open communication, and teamwork;
  • Excellent judgment, 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;
  • Results-oriented, organized, and 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 is a plus (mainly Italian);
  • Knowledge in consumer and tourism disputes and litigation management of Italian regulations in a tech and online environment;
  • GDS Amadeus, Galileo knowledge or others is a plus;
  • Experience working with Slack or Teams;
  • Knowledge of Data Studio, SQL, and GA is a plus.