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Strategy Manager Customer Experience

We're seeking an experienced Strategy Manager to join our Customer Experience Team in Barcelona. 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.

• 21 million customers – 44 markets – 5 brands – 6.5M members in Prime
• More than 100 million searches per day - Up to 1.8 billion daily AI predictions
• Over 1,600 employees – More than 60 different nationalities from all over the world

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 :

1. Strategic Leadership : Partner with the CX leadership team to define and execute the long-term customer experience vision. Develop and refine customer experience strategies aligned with business objectives. Identify and prioritize key customer experience initiatives. Conduct market research and competitive analysis to understand customer needs and industry best practices.
2. Data-Driven Decision Making : Lead the development and implementation of customer experience metrics and dashboards. Analyze customer data (e.g., customer feedback, NPS scores, churn rates) to identify trends, opportunities, and areas for improvement. Leverage data and insights to inform strategic decisions and drive continuous improvement. Partner with the Prime team, Ancillaries, and other product and IT teams to ensure a seamless and consistent customer experience across all touchpoints.
3. AI & Innovation : Champion the adoption of AI and machine learning within the customer experience function. Collaborate with product and IT teams to develop and implement AI-powered solutions (e.g., chatbots, personalized recommendations) that enhance the customer experience. Stay abreast of emerging technologies and their potential impact on customer experience.
4. Team Leadership : Lead and mentor a high-performing team of analysts and data engineers. Foster a data-driven and customer-centric culture within the team. Develop and implement training programs to enhance team skills and knowledge.
5. Communication & Collaboration : Effectively communicate insights and recommendations to senior leadership, including the CXO and executive team. Build and maintain strong relationships with key stakeholders across the organization.
6. Speed & Agility : Demonstrate a high degree of speed and agility in responding to changing customer needs and market dynamics.

What you need to succeed :

1. 3-6 years of experience in a top-tier strategic consultancy firm
2. Outstanding analytical skills
3. Strategic mindset with hands-on mentality, a problem-solver
4. Experience in e-commerce, digital marketing, online companies will be highly valued
5. Excellent communication skills with all stakeholders
6. Outspoken and proactive
7. Bachelor Degree in Business, Engineering, Mathematics, Economics etc. (Master in Business Administration would be desirable)
8. Business Proficiency in English (C1-C2)

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 :

1. 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.
2. 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.
3. 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.
4. 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 and not time-in-seat. You'll be able to find the right work-personal life balance that suits you best.
5. 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.
6. 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.

You want to 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 and help our diverse, inclusive, and passionate team shape the future of travel.

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. We strongly encourage you to apply even if you do not meet every requirement.