VIP Customer Communications Executive - Sensitive (Italian)

VIP Customer Communications Executive - Sensitive (Italian)

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As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us! We’re seeking an experienced VIP Customer Communications Executive to join our eDreams ODIGEO Communications team, which is in a strong growth environment and will be based in our Barcelona office to manage sensitive complaints directly reporting to the VIP Customer Communications Team Lead. This role is a great opportunity to explore multiple eDO business areas as it is a position working cross-functionality, understanding the different teams’ processes to investigate and analyse the potential improvements as well as to deepen your knowledge of the e-commerce, tourism and consumer industries.

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

• Manage VIP and sensitive customer complaints;
  
• Manage customer complaints received through our Social Care channels;
  
• Manage customer complaints addressed directly to CSM members;
  
• Proactively work to ensure excellent service to these highly valued individuals;
  
• Identify PR risks in both national and local media to minimise negative visibility in print, broadcast, TV and online, by managing customer complaints;
  
• Support other VIP tasks such as: legal customer complaints, consumer organisation files, customer court cases, regulatory consumer cases and data protection consumer rights cases;
  
• Support VIP Communications projects when required collaborating with the team members;
  
• Measure, analyse and report on the results of initiatives.
  

Required Qualifications

• Background in Tourism will be required in your daily work;
  
• Minimum experience in having handled customer complaints and familiarised with both traditional and interactive claims channels;
  
• Used to work with CRM tools;
  
• Ability to work with G‑suite;
  
• Excellent writing and communication skills as well as an excellent grammar at a high level in Italian and English languages.
  

What do you need to succeed

Job Requirements

Personal skills

• Passionate for the travel industry;
  
• Acute sense of judgement, tact, diplomacy and crisis communication;
  
• Analytical capacity, problem‑solving mindset and organised;
  
• Customer‑oriented, used to or comfortable working under pressure and constantly prioritising, with a passionate mindset and eager to learn and a great teamwork attitude;
  

Good to have

• Generalist tourism previous experience;
  
• Other languages will be an advantage, including: French, German, Dutch, Portuguese and/ or Spanish;
  
• It will be a plus to have experience in PR, media relations, VIP management and/or Social Media management;
  
• Experience in handling VIP accounts and/or sensitive customer complaints;
  
• GDS Amadeus and/or Galileo knowledge will be a plus.
  

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.

• 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.
  
• 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.
  

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. xqbhyrx Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.

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