Consumer Disputes Team Lead

hace 3 semanas

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

We're seeking a seasoned Consumer Disputes & Litigations Team Lead to champion customer satisfaction and drive business growth. As a key member of our eDreams ODIGEO Communications team, you'll lead a high-performing team managing consumer disputes and litigations, proactively identifying legal and reputational risks to optimize processes across the business.

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, reporting on KPIs and performance follow-up.
  • Support 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, GDPR inquiries with the DPO team, and support Manager in coordinating relationships with government and regulatory authorities.
  • 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 in a clear and effective way 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 of Spanish regulations in a tech and online environment.
  • Strong understanding of data protection regulations, previous consumer and tourism experience at the European level a plus.
  • Proven track record of successfully resolving cases in traditional and interactive consumer channels.
  • Master in working with Google tools, proficient Spanish writing and verbal communication skills with proven legal writing experience.
  • English at a professional level a must.

Personal Skills:

  • Passion for the travel industry, knowledge of relevant industry best practices beneficial.
  • Excellent acute sense of 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 and organized.
  • High ability to negotiate with a win-win perspective and strong conflict resolution skills.

What We Offer:

  • A rewarding compensation package, Prime Plus membership, competitive salary and benefits package including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support, and the possibility of choosing your equipment.
  • Continuous learning to fuel your growth and explore new horizons with free Coursera access, soft skills workshops, tech training, leadership development, and more.
  • Personalized career paths and the eVOLVE Program will help you discover, grow, and thrive.
  • Your Wellbeing is our priority. Embrace Freedom and Flexibility with our hybrid home-office model.
  • Join eDO for after-work events, padel tournaments, parties, and more.

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