Vip Customer Communications Executive

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We’re seeking an experienced VIP Customer Communications Executive to join our eDreams ODIGEO Communications team, which is in a strong growth environment and will be based in our Barcelona office to manage sensitive complaints directly reporting to the VIP Customer Communications Team Lead. This role is a great opportunity to explore multiple eDO business areas as it is a position working cross-functionality, understanding the different teams’ processes to investigate and analyse the potential improvements as well as to deepen your knowledge of the e-commerce, tourism and consumer industries.

If you’re ready to soar, we’re ready to take you there.

**Why eDreams ODIGEO**

Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

Millions of customers every year across 44 markets - 5 brands - 7M members in Prime
More than 100 million searches per day - Up to 6 billion daily AI predictions[e1]
Over 1,600 employees - More than 60 different nationalities from all continents - 99% permanent contracts - 36 average age
We’re the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe. We are a tech company revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

**What you will do**:
The Role’s 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 VIP Customer Communications Executive in the Communications team, you will be in charge of:

- Manage VIP and sensitive customer complaints;
- Manage customer complaints received through our Social Care channels;
- Manage customer complaints addressed directly to CSM members;
- Proactively work to ensure excellent service to these highly valued individuals;
- Identify PR risks in both national and local media to minimise negative visibility in print, broadcast, TV and online, by managing customer complaints;
- Support other VIP tasks such as: legal customer complaints, consumer organisation files, customer court cases, regulatory consumer cases and data protection consumer rights cases;
- Support VIP Communications projects when required collaborating with the team members;
- Measure, analyse and report on the results of initiatives.

**What you need to succeed**:
Good to have
Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed:
**Required Qualifications**:

- Background in Tourism will be required in your daily work;
- Minimum experience in having handled customer complaints and familiarised with both traditional and interactive claims channels.
- Used to work with CRM tools;
- Ability to work with G-suite;
- Excellent writing and communication skills as well as an excellent grammar at a **high level in English, Spanish and German languages**.

**Personal skills**:

- Passionate for the travel industry;
- Acute sense of judgement, tact, diplomacy and crisis communication;
- Analytical capacity, problem-solving mindset and organised;
- Customer-oriented, used to or comfortable working under pressure and constantly prioritising, with a passionate mindset and eager to learn and a great teamwork attitude;

**Valuable**:

- Generalist tourism previous experience;
- Other languages will be an advantage, including: French, German, Italian, Dutch, Portuguese and/ or Spanish;

**What’s 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.
Here’s 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 and, even better, keeping 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 Well-being is our priority. Embrace Freedom and Flexibility
- At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You’ll be able to find the right work-personal life