VIP Customer Communications Specialist (UK Market)
VIP Customer Communications Specialist (UK Market)
eDreams ODIGEO is one of the worlds largest online travel companies and one of the largest European e-commerce businesses. Under its four leading online travel agency brands - eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo - it offers the best deals in flights, hotels, cruises, car rental, dynamic packages, holiday packages and travel insurance to make travel easier, more accessible, and better value for the more than 18 million customers it serves worldwide. With a presence in 46 countries, the company has a team of over 1,200 professionals (www.edreamsodigeo.com). Travel is the largest e-commerce segment in the world and eDreams ODIGEO is at the heart of it.
We are seeking VIP Customer Communications Specialist to execute effective communication and management of the VIP Premium cases in the UK Market. The VIP Customer Communications Specialist will directly report to the VIP Communications Team Lead 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. 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 industry.
Key responsibilities:
Manage the VIP Premium accounts and its related complaints end-to-end;
Proactively work and follow-up on all the VIP Premium customers touch points 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 liaised with the relevant stakeholders, with the aim to minimise negative visibility in print, broadcast, TV and online, by managing these complaints;
Coordinate key VIP media inquiries with Comms & PR Managers related to the VIP Premium accounts;
Write, edit and distribute communication material to VIP Premium customers;
Help the Comms & PR team maintain a network of key business, travel, consumer, corporate and technology trade and other target media contacts;
Support other VIP tasks such as: Social Care channels, customer complaints addressed directly to CSM members, legal customer complaints, consumer organisation files, customer court cases, regulatory consumer cases and data protection consumer rights cases;
Lead individual projects related to the VIP Communications team, collaborate with the team members and/or participate in cross-functional projects;.
Measure, analyse and report on the results of initiatives.
Required Qualifications:
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 in the travel industry.
A high level of GDS Amadeus o Galileo knowledge is a must;
Used to work with CRM tools;
Proficient level of English is a must (similar to a native level).
Personal skills:
Passion for the travel industry;
Acute sense of judgement, tact, diplomacy and crisis communication;
High analytical capacity, proactive problem solving mindset and highly organised;
Customer-oriented, used to or comfortable working under pressure and constantly prioritising, with a passionate mind-set and eager to learn and a great teamwork attitude;
Flexibility to respond to 24/7 business needs.
Valuable:
Experience in handling Spanish and/or European consumer regulatory complaints, data protection cases and/or court cases will be a plus;
Proven successes in both traditional and interactive claims channels;
Other languages will be an advantage, including: German, English, Spanish, Italian, French, Catalan and/or Portuguese;
Whats in it for you:
? You will have a great lifestyle and work-life-balance with our flexible hours policy and short Friday schedule (9am-3pm)
? At eDreams your team decides how often they meet: Flexible work policy with different hybrid options from Spain. Check with your recruiter for more details for this specific vacancy
✈ Free eDreams Prime Plus subscription to benefit from significant discounts on your flights and hotel bookings. Now you can include your friends and family too!
?♂️ Discounted gym memberships
? Free subscription to Coursera, a top-notch external learning platform
? Flexible remuneration plan that allows you to redistribute part of your annual remuneration in goods and services, paying reduced tax rates, such as your kids education, public transport, restaurants, and private health insurance.
Free English and Spanish courses
? Fresh fruit and free coffee in the office (with many types of milk alternatives)
? New to the city? We also offer great relocation packages (including visa support for specific open positions)
✨ Office in the heart of Barcelona with a beautiful rooftop terrace to have a break or enjoy our social activities - yes, parties are welcome here!
… And the opportunity to work in a dynamic, dedicated, fun and passionate team of professionals. We journey together!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
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eDreams ODIGEO
Fecha de publicación: 05/06/2023
