Consumer Disputes Team Lead

hace 4 semanas

Barcelona, Barcelona, España Edreams Odigeo A tiempo completo
Lead Consumer Disputes & Litigations Team

We're seeking a seasoned professional to champion customer satisfaction and lead our Consumer Disputes & Litigations Team. As a key member of our eDreams ODIGEO Communications team, you'll be responsible for managing consumer disputes and litigations, identifying legal and reputational risks, and providing valuable insights to optimise processes across the business.

Key Responsibilities:
  • Coach, lead, and support your team members to deliver high-quality solutions to mitigate legal consumer risks and increase customer satisfaction.
  • Manage 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 consumer cases.
  • Report identified PR risks in both national and local media to minimise negative visibility.
  • Lead initiatives and projects, and coordinate your team members on them.
  • Measure, analyse, and report on the results of initiatives, present them in a clear and effective way, and implement them accordingly.
Requirements:
  • Generalist experience in leading people and/or teams.
  • Demonstrated and solid experience in consumer and tourism disputes and litigations' management of 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).
  • 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.
Personal Skills:
  • Passion for the travel industry.
  • 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.
  • 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.
What's in it for you?

A rewarding compensation package, including a competitive salary and benefits package, flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support, and the possibility of choosing your equipment and keeping it for free after 3 years.

Continuous learning to fuel your growth and explore new horizons, with free Coursera access, soft skills workshops, tech training, leadership development, and more.

Grow opportunities to empower your career, and unleash your potential, with personalised career paths and the eVOLVE Program.

Your well-being is our priority, with a hybrid home-office model focused on outcome, not time-in-seat, and a dynamic and healthy environment that encourages innovation, risk-taking, and sharing ideas.

Apply now and join our diverse, inclusive, and passionate team to shape the future of travel.

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