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VIP Customer Communications Team Lead (They/She/He) - (Hybrid)

eDreams ODIGEO

eDreams ODIGEO

Marketing & Communications, Customer Service
Barcelona, Spain
Posted on Saturday, April 6, 2024

VIP Customer Communications Team Lead (They/She/He) - (Hybrid)


As you contemplate your future, you might be asking yourself, what's the next step? Start your journey with us!


We're seeking an experienced VIP Customer Communications Team Lead to build and maintain a strong industry network, increase awareness and spread a positive corporate image developing and executing effective communication and management of sensitive cases. The VIP Customer Communications Team Lead will directly report to the VIP Customer Communications Manager and will be part of 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 world's leading travel subscription platform and one of the largest e-commerce businesses in Europe.


20 million customers – 44 markets – 5 brands – 5.4M members in Prime

16.2 million bookings FY23 - More than 50,000 bookings per day - 100 million daily user searches

1400 employees – More than 50 different nationalities - 99% permanent contracts - 36.3 average age

We're a leading travel 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 Team Lead you will be in charge of:

  • Coach, lead and support VIP Communication Specialists to deliver high quality, results-oriented and innovative solutions to increase our VIP customer satisfaction. Ensuring that VIP customers receive efficient and timely support and customer expectations are met or exceeded;
  • Managing the day to day prioritisation and workflow;
  • Report on VIP KPIs and performance follow-up;
  • Support your team on writing, editing, approving and distributing communication material to VIP customers, government authorities and private legal practitioners:
  • Coordinate VIP media inquiries with Comms & PR Managers;
  • Coordinate Social Media initiatives with Social Media team;
  • Coordinate Legal inquiries with Legal team;
  • Coordinate GDPR inquiries with DPO team;
  • Support the VIP 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;
  • Collaborate the Comms & PR team a network of key business, travel, consumer, corporate and technology trade and other target media contacts;
  • 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 team's performance and optimise business processes, as well as implementing them accordingly.


What you need to succeed:
Job Requirements


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:

  • Demonstrated and solid experience in PR, media relations, VIP management and/or customer claims and/or in consumer, data protection of the Spanish and European regulations;
  • Minimum 2 years of experience in leading teams, projects, initiatives, etc.
  • Experience in handling VIP accounts and Legal matters;
  • Proven an excellent successes in both traditional and interactive claims channels;
  • Excellent writing and communication skills;
  • Master in working with Google tools (G-Drive, G-Sheet, G-Slide, G-Docs);
  • Proficient level of English is a must.


Personal skills:

  • Passion for the travel industry;
  • Leadership, open communication and teamwork;
  • Excellent acute sense of judgement, tact, diplomacy and crisis communication;
  • Analytical mindset, proactive problem solving mindset and highly organised;
  • Customer centric, used to or comfortable working under pressure and constantly prioritising, with a passionate mind-set and eager to learn and a great teamwork attitude;
  • Must be results-oriented and with ability to handle more than 1 initiative at the same time;
  • With an open mind to changing priorities and business processes constantly;
  • Global vision focused to automations and creative solutions;
  • High ability to negotiate on a win-win perspective;
  • Required availability and commitment to handle crisis business needs.


Valuable:

  • Knowledge of other languages would be a plus (mainly Spanish and French);
  • 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.


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 balance that suits you best.
  • Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work 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 open-minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.



Wanna take a peek into what it's 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 work-life 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.


Apply now!


We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.

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