Travel Industry Professional

hace 2 semanas


Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

At eDreams ODIGEO, we're seeking an experienced Customer Experience Specialist to join our Communications team in Barcelona. This hybrid role involves managing VIP accounts and complaints end-to-end, ensuring excellent customer experiences through best-in-class service.

Why eDreams ODIGEO

We're the world's leading travel subscription platform and one of Europe's largest ecommerce businesses. Our 20 million customers across 44 markets benefit from our 5 brands and 52M members in Prime.

  • Our 162 million bookings in FY23 reflect more than 50,000 daily bookings and 100 million user searches per day.
  • We have over 1,400 employees from 50+ nationalities, with 99% permanent contracts and an average age of 36.3.

This role offers a great opportunity to explore multiple business areas, understand different teams' processes, and analyze potential improvements. As a key member of our Communications team, you'll work closely with the VIP Customer Communications Manager to manage sensitive complaints and minimize negative visibility in media and online.

Responsibilities and Tasks

You will be responsible for:

  • Managing VIP accounts and related complaints, identifying potential legal and reputational risks, and supporting process improvement.
  • Proactively working on all VIP customer touchpoints to ensure excellent customer experiences with best-in-class service.
  • Identifying PR risks in national and local media and legal risks to mitigate negative impact by liaising with relevant stakeholders.
  • Supporting other VIP tasks such as Social Care channels and legal customer complaints.

Required Qualifications

To succeed in this role, you'll need:

  • A background in Tourism and minimum 1 year of experience in VIP account management, sensitive customer complaints, PR, media relations, and/or Social Media management.
  • Experience handling VIP accounts, GDS Amadeus and/or Galileo knowledge, and CRM tools proficiency.
  • Excellent writing and speaking communication skills, with native-level English (or German, Spanish, or French) and proficient level in another language (German, English, Spanish, or French).

What You Need to Succeed

Bring your unique perspective, speak up, and offer disruptive solutions. As a valued member of our team, you'll have opportunities to learn and grow while making a real impact.



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