Job Title
Regulatory Case Executive – Communications Team (VIP Customer Communications)
Location
Barcelona, Spain
Employer
eDreams ODIGEO
Responsibilities
* Manage legal customer complaints such as consumer organization files or regulatory consumer cases.
* Collaborate with Legal in coordinating inquiries related to customer complaints to ensure excellent service.
* Support other VIP tasks such as VIP and sensitive customer complaints from social care channels and customer complaints addressed directly to CSM members.
* Measure, analyze and report on the results of initiatives.
Qualifications
* Background in Tourism required in daily work.
* Experience with CRM tools; ability to work with G Suite.
* Excellent writing and communication skills with legal vocabulary; native-level French grammar proficiency.
* Proficient in English (must).
* Advanced experience in quality monitoring tools and techniques for online and offline transactions, and implementing scalable solutions.
* Passionate about the travel industry; acute sense of judgment, tact, diplomacy, crisis communication.
* Analytical capacity, problem‑solving mindset, organized.
* Customer‑oriented, able to work under pressure and prioritize.
* Negotiation skills from a win‑win perspective.
* Experience in legal case management, tourism‑related GDPR and consumer regulations.
* Other languages an advantage: French, German, Italian, Norwegian, Swedish, Dutch, Portuguese, Catalan, Euskera, Galician.
* Experience in PR media relations, VIP management, or Social Media management – a plus.
* Experience in handling VIP accounts and sensitive customer complaints.
* Knowledge of GDS Amadeus and/or Galileo – a plus.
* Proven success in both traditional and interactive claims channels.
Benefits
* Compensation package including competitive salary and benefits.
* Prime Plus membership.
* Flexible benefits and performance‑based bonuses.
* Birthday day off, discounts, partnerships, relocation support.
* Equipment choice and option to keep it for free after 3 years.
* Continuous learning: free Coursera access, soft skills workshops, tech training, leadership development.
* Onboarding program.
* Personalised career paths and eVOLVE program.
* Internal mobility opportunities.
* Hybrid home‑office model focused on outcome, not time in seat.
* Free fruit, coffee, tea at offices. No dress code.
* After‑work events, padel tournaments, parties, communities.
* Agile mindset environment with recognition at core.
* Freedom and flexibility, employee care, transparency.
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