Senior Customer Experience Manager

hace 2 semanas


Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

**Overview of eDreams ODIGEO**
eDreams ODIGEO is the world's leading travel subscription platform and one of Europe's largest e-commerce businesses, serving 20 million customers across 44 markets. Our 1400 employees from over 50 nationalities work together to provide an exceptional travel experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.

**Salary and Benefits**
We offer a competitive salary, with an estimated range of €40,000 - €60,000 per annum, depending on experience. Our team members enjoy permanent contracts, with an average age of 36.3 years old, and a diverse company culture that values collaboration and innovation.

**Job Description**
We are seeking an experienced VIP Customer Communications Executive to join our Communications team in Barcelona. As a key member of our team, you will be responsible for managing sensitive customer complaints, identifying PR risks, and ensuring excellent service to our highly valued customers. Your role will involve working closely with our CRM tools, G-suite, and other team members to drive business growth and improvement.

**Key Responsibilities and Tasks**
Your primary responsibilities will include:

  • Manage VIP and sensitive customer complaints
  • Identify PR risks in national and local media
  • Minimise negative visibility through complaint management
  • Support other VIP tasks, such as legal customer complaints and data protection cases

**Required Qualifications and Skills**
To succeed in this role, you will need:

  • A background in tourism
  • Minimum experience in handling customer complaints
  • Familiarity with traditional and interactive claims channels
  • Excellent writing and communication skills
  • Native-level English proficiency

**Why Choose eDreams ODIGEO?**
We value our employees' unique perspectives and encourage them to speak up and offer innovative solutions. If you're looking for a challenging role that offers opportunities for growth and development, we invite you to explore our job opportunities further.



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