VIP Customer Communications Specialist – 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 Specialist 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 Manager. 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 analyze potential improvements, as well as to deepen your knowledge of the ecommerce tourism and consumer industries.
Why eDreams ODIGEO
Join the world's leading travel subscription platform and one of the largest ecommerce businesses in Europe.

20 million customers, 44 markets, 5 brands, 52M members in Prime.
162 million bookings FY23, more than 50,000 bookings per day, 100 million daily user searches.
1,400 employees, more than 50 different nationalities, 99% permanent contracts, average age 36.3.

We're a leading travel tech company revolutionizing 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 accounts and their related complaints end-to-end by identifying potential legal and reputational risks as well as supporting process improvement.
Proactively work and follow up on all the VIP customer touchpoints to ensure an excellent Customer Experience with the best-in-class service to these highly valued individuals.
Identify the potential PR risks in both national and local media and legal risks to mitigate negative impact in liaising with the relevant stakeholders, with the aim to minimize negative visibility in print, broadcast TV, and online by managing these complaints.
Support other VIP tasks such as Social Care channels and legal customer complaints.
Support VIP Communications projects, collaborating with the team members when required.
Measure, analyze, and report on the results of initiatives.

Required Qualifications:


Background in Tourism will be required in your daily work; Minimum 1 year of previous generalist experience in the management of VIP accounts, sensitive customer complaints, PR, media relations, and/or Social Media management.
Experience in handling VIP accounts; A high level of GDS Amadeus and/or Galileo knowledge is a must; Used to work with CRM tools.
Ability to work with Gsuite; Excellent writing and speaking communication skills as well as excellent grammar at least in one of the following languages at native level:
German, English, Spanish, or French.

and a proficient level in one of the following languages:
German, English, Spanish, or French; Proficient level of English is a must.
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:

Personal skills:


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

Flexibility to respond to 24/7 business needs.
Valuable:

Generalist tourism previous experience; Other languages will be an advantage including:
French, German, Italian, Dutch, 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.
Grow opportunities to empower your career and unleash your potential. Personalized 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 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 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 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.
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