Regulatory Consumer Complaints Team Lead – (Hybrid)

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 also proactively identifying legal and reputational risks, you’ll provide valuable insights to optimise processes across the business, ultimately improving the customer experience. The Consumer Disputes & Litigations Team Lead role reports to the VIP Customer Communications Manager and joins the eDreams ODIGEO Communications team, which is in a strong growth environment, and will be based in our Barcelona office.

Why eDreams ODIGEO
Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

We’re a leading travel 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:
The Role’s Key Responsibilities and Tasks

As a Consumer Disputes & Litigations Team Lead you will be in charge of:

• Coach, lead, and support your team members to deliver high-quality, results-oriented and innovative solutions to mitigate legal consumer risks and increase our customer satisfaction;
• Managing the day-to-day prioritisation and workflow;
• Report on KPIs and performance follow-up;
• Support your team in writing, editing, approving and distributing communication material to consumer authorities, associations, lawyers, and other private legal practitioners;
• Coordinate Legal inquiries with the Legal and Regulatory team;
• Coordinate GDPR inquiries with the DPO team;
• Support the 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;
• 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 implement them accordingly.

What you need to succeed:
Job Requirements

Here’s what you need to succeed:

• Demonstrated experience in leading people and/or teams;
• Demonstrated and solid experience in consumer and tourism disputes and litigations’ management of the Spanish regulations in a tech and online environment;
• Strong understanding of data protection regulations;
• Proven track record of successfully resolving cases in both traditional and interactive consumer channels;
• Used to work with the Spanish electronic environment;
• Master in working with Google tools (G-Drive, G-Sheet, G-Slide, G-Docs);
• Native in Spanish: writing and verbal communication skills with proven legal-writing experience (including legal argumentation and legal bases);
• English at a professional level is a must.

Personal skills:

• Passion for the travel industry;
• Leadership, open communication and teamwork;
• Excellent analytical and problem-solving skills to identify potential legal and reputational risks;
• Customer-centric with the ability to manage multiple priorities and initiatives, and handle deadlines in a fast-paced environment;
• Must be results-oriented, and organised with a holistic vision focused on automation and continuous improvement;
• High ability to negotiate on a win-win perspective and strong conflict resolution skills;
• Required availability and commitment to handle crisis business needs.

What’s in it for you?
The best talent deserves the best benefits

Here’s what we offer:

• 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.
• 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.
• 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.

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 by applying now and help our diverse, inclusive, and passionate team shape the future of travel.

Apply now!

We are an equal opportunity employer and value diversity at our company.