Regulatory Consumer Complaints Team Lead – (Hybrid)

eDreams ODIGEO; Barcelona; Presencial; EUR 40.000 - 70.000; Jornada completa

Descripción de la vacante

Join eDreams ODIGEO as a Regulatory Consumer Complaints Team Lead in Barcelona, where you'll lead a team dedicated to managing consumer disputes and enhancing customer satisfaction. With a focus on legal compliance and risk management, this role offers the chance to work in a dynamic environment at a leader in the travel subscription market. Enjoy competitive pay, flexible work arrangements, and significant career growth opportunities.

Servicios

Competitive salary

Flexible benefits

Performance bonuses

Learning opportunities

Career growth

Flexible work arrangements

Social events

Formación

• Experience leading teams in managing consumer disputes.
• Solid understanding of Spanish regulations and data protection laws.
• Native Spanish speaker with legal writing experience.

Responsabilidades

• Lead a team to manage consumer disputes and litigations.
• Report on KPIs and support team in communications with authorities.
• Monitor and mitigate legal consumer risks.

Conocimientos

Leadership

Analytical

Problem-solving

Negotiation

Customer-centric

Herramientas

Google tools

GDS systems (Amadeus, Galileo)

Data Studio

SQL

GA

Descripción del empleo

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

We’re seeking a passionate, experienced Regulatory Consumer Complaints Team Lead to champion customer satisfaction. In this role, you’ll lead a high-performing team managing consumer disputes & litigations. By proactively identifying legal and reputational risks, you’ll provide valuable insights to optimize processes across the business, ultimately improving the customer experience. The Consumer Disputes & Litigations Team Lead reports to the VIP Customer Communications Manager and joins the eDreams ODIGEO Communications team, based in Barcelona.

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

Over 1,600 employees – More than 60 nationalities – 99% permanent contracts – 36 average age

We are a tech company revolutionising travel booking through consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

What you will do :

The Role’s Key Responsibilities :

• Coach, lead, and support your team to deliver high-quality, results-oriented, innovative solutions to mitigate legal consumer risks and enhance customer satisfaction;
• Manage daily priorities and workflow;
• Report on KPIs and performance metrics;
• Support your team in communication with consumer authorities, associations, lawyers, and legal practitioners;
• Coordinate legal and GDPR inquiries with respective teams;
• Support the Manager in liaising with government and regulatory authorities regarding consumer cases;
• Monitor and report PR risks in media to minimize negative visibility;
• Lead initiatives and projects, coordinating team efforts;
• Analyze and report on initiative outcomes to improve team performance and optimize processes.

What you need to succeed :

Bring your unique perspective, speak up, and offer innovative solutions. Here’s what you need :

• Experience leading teams;
• Solid experience managing consumer disputes and litigations under Spanish regulations in a tech / online environment;
• Strong understanding of data protection laws;
• European-level consumer and tourism dispute management experience is a plus;
• Proven success resolving cases across channels;
• Experience working with the Spanish electronic environment;
• Proficiency with Google tools (G-Drive, G-Sheet, etc.);
• Native Spanish with legal writing experience;
• Professional English communication skills.

Personal skills :

• Passion for travel;
• Leadership and teamwork skills;
• Diplomacy, judgment, crisis communication;
• Analytical and problem-solving abilities;
• Customer-centric with multitasking skills;
• Results-oriented, organized, proactive;
• Negotiation and conflict resolution skills;
• Availability for crisis management.

Valuable :

• Knowledge of other languages, especially Italian;
• Experience with Italian regulations in disputes and litigation;
• GDS systems knowledge (Amadeus, Galileo);
• Experience with Slack or Teams;
• Knowledge of Data Studio, SQL, GA.

What’s in it for you?

Join eDO and enjoy benefits like competitive salary, flexible benefits, performance bonuses, learning opportunities, career growth, flexible work arrangements, social events, and a vibrant work environment.

Follow us on LinkedIn to learn more about life at eDO!

If you’re ready for a rewarding career with great benefits and a supportive environment, apply now and help shape the future of travel.

Apply now!

We are an equal opportunity employer valuing diversity and inclusion. We do not discriminate based on race, religion, or other protected categories.

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