Regulatory Consumer Complaints Team Lead –

As you contemplate your future you might be asking yourself whats the next step? Start your journey with us Were seeking a passionate experiencedRegulatory Consumer ComplaintsTeam Leadto champion customer satisfaction In this role youll lead a highperforming team managing consumer disputes amp; litigations By also proactively identifying legal and reputational risks youll provide valuable insights to optimise processes across the business ultimately improving the customer experience The Consumer Disputes amp; Litigations Team Lead role reports to the VIP Customer Communications Manager and joins the eDreams ODIGEO Communications team which is in a strong growth environment and will be based in our Barcelona office Why eDreams ODIGEO Join the worlds leading travel subscription platform and one of the largest ecommerce businesses in Europe Millions of customers every year across 44 markets 5 brands 7M members in PrimeMore than 100 million searches per day Up to 6 billion daily AI predictions(e1)Over 1600 employees More than 60 different nationalities from all continents 99 permanent contracts 36 average age Were the worlds leading travel subscription platform and one of the largest ecommerce businesses in Europe We are a tech company revolutionising the travel booking experience through our consumer insight innovative technology market leadership and Prime the worlds first travel subscription program What you will do:The Roles Key Responsibilities and Tasks As an eDOer you will have clear objectives great challenges and a clear overview of how your work contributes to the global company project and its customers As a Consumer Disputes amp; Litigations Team Lead you will be in charge of: Coach lead and support your team members to deliver highquality resultsoriented and innovative solutions to mitigate legal consumer risks and increase our customer satisfaction; Managing the daytoday prioritisation and workflow; Report on KPIs and performance followup; 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 our consumer cases; Report identified PR risks in both national and local media to minimise negative visibility in print broadcast TV and online; Lead initiatives and projects as well as coordinate your team members on it; Measure analyse and report on the results of initiatives present them in a clear and effective way in order to improve the teams performance and optimise business processes as well as implement them accordingly What you need to succeed: Job Requirements Bring your unique perspective speak up and offer disruptive solutions Youll have the opportunity to learn and grow while making a real impact on our team Heres what you need to succeed: Demonstrated experience inleading peopleandor teams; Demonstrated and solid experience inconsumer and tourism disputesand litigations management of theSpanish regulationsin 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 GDrive GSheet GSlide GDocs; Native in Spanish:writing and verbal communication skills with proven legalwriting experience including legal argumentation and legal bases; English at a professional levelis a must Personal skills: Passion for the travel industry; Knowledge of relevant industry best practices would be beneficial; Leadership open communication and teamwork; Excellent acute sense of judgement tact diplomacy and crisis communication; Excellent analytical and problemsolving skills to identify potential legal and reputational risks; Customercentric with the ability to manage multiple priorities and initiatives and handle deadlines in a fastpaced environment; Passionate mindset and eager to learn with a great teamwork attitude; Must be resultsoriented and organised with a holistic vision focused on automation and continuous improvement; High ability to negotiate on a winwin perspective and strong conflict resolution skills; Required availability and commitment to handle crisis business needs Valuable: Knowledge of other languages would be a plus mainly Italian; Knowledge in consumer and tourism disputes and litigation management of the Italian regulations in a tech and online environment; GDS Amadeus Galileo knowledge or others will be a plus; Used to work with Slack or Teams; Knowledge of Data Studio SQL and GA will be a plus Whats in it for you?The best talent deserves the best benefits At eDO we want you to be a part of our success story and great culture Heres what we offer: A rewarding Compensation package Prime Plus membership competitive salary and benefits package including flexible benefits performancebased bonuses birthday day off discounts and partnerships relocation support and the possibility of choosing your equipment and even betterkeeping it for free after 3 years Continuous learning to fuel your growth and explore new horizons Learn and grow with free Coursera access soft skills workshops tech training leadership development and more Plus enjoy a great onboarding program Grow opportunities to empower your career and unleash your potential Personalised career paths and the eVOLVE Program will help you discover grow and thrive Internal mobility opportunities let you pursue horizontal career changes and promotions Your Wellbeing is our priority Embrace Freedom and Flexibility At eDO we value flexibility employee care and transparency We offer a hybrid homeoffice model focused on outcome not timeinseat Youll be able to find the right workpersonal life balance that suits you best Work hard party hard We believe in having fun and connecting with colleagues Join eDO for afterwork events padel tournaments parties and more Create communities based on your passions like sports and music Come to work as you are with no dress code and enjoy free fruit coffee and tea at our offices Enjoy a dynamic and healthy environment Be innovative take risks and share your ideas Our diverse and openminded teams support high performance learning and growth Youll work in an Agile mindset environment with recognition at our core Wanna take a peek into what its like to work at eDO? Follow us on LinkedIn and discover more about life at eDO If you are ready for a career opportunity with unmatched benefits continuous learning and a supportive worklife balance look no further Take your career to new destinations by applying now and help our diverse inclusive and passionate team shape the future of travel now