VIP Customer Communications Team Lead (They/She/He) – (Hybrid)

• Coach, lead and support VIP Communication Specialists to deliver high quality, results-oriented and innovative solutions to increase our VIP customer satisfaction. Ensuring that VIP customers receive efficient and timely support and customer expectations are met or exceeded;

• Managing the day to day prioritisation and workflow;

• Report on VIP KPIs and performance follow-up;

• Support your team on writing, editing, approving and distributing communication material to VIP customers, government authorities and private legal practitioners:

• Coordinate VIP media inquiries with Comms & PR Managers;

• Coordinate Social Media initiatives with Social Media team;

• Coordinate Legal inquiries with Legal team;

• Coordinate GDPR inquiries with DPO team;

• Support the VIP Manager in coordinating relationships with government and regulatory authorities in relation to our consumer cases;

• Report identified PR risks in both national and local media to minimise negative visibility in print, broadcast, TV and online;

• Collaborate the Comms & PR team a network of key business, travel, consumer, corporate and technology trade and other target media contacts;

• Lead initiatives and projects as well as coordinate your team members on it;

• Measure, analyse and report on the results of initiatives, present them in a clear and effective way in order to improve the team’s performance and optimise business processes, as well as implementing them accordingly.

• Demonstrated and solid experience in PR, media relations, VIP management and/or customer claims and/or in consumer, data protection of the Spanish and European regulations;

• Minimum 2 years of experience in leading teams, projects, initiatives, etc.

• Experience in handling VIP accounts and Legal matters;

• Proven an excellent successes in both traditional and interactive claims channels;

• Excellent writing and communication skills;

• Master in working with Google tools (G-Drive, G-Sheet, G-Slide, G-Docs);

• Proficient level of English is a must.

• Passion for the travel industry;

• Leadership, open communication and teamwork;

• Excellent acute sense of judgement, tact, diplomacy and crisis communication;

• Analytical mindset, proactive problem solving mindset and highly organised;

• Customer centric, used to or comfortable working under pressure and constantly prioritising, with a passionate mind-set and eager to learn and a great teamwork attitude;

• Must be results-oriented and with ability to handle more than 1 initiative at the same time;

• With an open mind to changing priorities and business processes constantly;

• Global vision focused to automations and creative solutions;

• High ability to negotiate on a win-win perspective;

• Required availability and commitment to handle crisis business needs.

• Knowledge of other languages would be a plus (mainly Spanish and French);

• GDS Amadeus, Galileo knowledge or others will be a plus;

• Used to work with Slack or Teams;

• Knowledge of Data Studio, SQL and GA will be a plus.

• 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.

• 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.

• 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.

• 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, 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 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.

• 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.

eDreams ODIGEO