Regulatory Case Specialist (They/She/He) (Italian)

Overview

We’re seeking an experienced Regulatory Case Specialist to join our eDreams ODIGEO Communications team, which is in a strong growth environment and will be based in our Barcelona office. The role reports directly to the VIP Customer Communications Team Lead.

Manage consumer regulatory complaints and work cross‑functionally to improve knowledge of e‑commerce, tourism, consumer and data protection regulations.

20 million customers – 44 markets – 5 brands – 5.2M members in Prime; 16.2 million bookings FY23 – More than 50,000 bookings per day – 100 million daily user searches; 1400 employees – More than 50 different nationalities – 99% permanent contracts – 36.3 average age.

We’re a leading travel tech company, revolutionising the travel booking experience through consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

What you will do

Key responsibilities and tasks

• Manage legal customer complaints such as consumer organisation files, customer court cases and regulatory consumer cases;
• Manage data protection consumer rights cases;
• Collaborate on coordinating legal inquiries with legal counsels related to customer complaints to ensure excellent service;
• Support VIP tasks such as VIP and sensitive customer complaints, social care channels, and customer complaints addressed directly to CSM members;
• Support VIP Communications projects by collaborating with the team members when required;
• Measure, analyse and report on the results of initiatives.

Required Qualifications

• Background in Tourism will be required in your daily work;
• Used to work with CRM tools;
• Ability to work with G‑suite;
• Excellent writing and communication skills, native‑level Italian with excellent grammar and legal vocabulary;
• Proficient level of English is a must and Spanish is a plus.

What you need to succeed

Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team.

Personal skills

• Passionate for the travel industry;
• Acute sense of judgement, tact, diplomacy and crisis communication;
• Analytical capacity, problem‑solving mindset and organized;
• Customer‑oriented, comfortable working under pressure and constantly prioritizing, eager to learn and with a great teamwork attitude;
• Ability to negotiate on a win‑win perspective.

Valuable

• Experience in legal case management tourism‑related (GDPR, tourism and consumer regulations);
• Other languages will be an advantage, including French, German, Portuguese, Norwegian, Swedish, Dutch, Spanish, Catalan, Euskera and/or Galician;
• Experience in PR, media relations, VIP management and/or Social Media management;
• Experience in handling VIP accounts and/or sensitive customer complaints;
• Knowledge of GDS Amadeus and/or Galileo;
• Proven successes in both traditional and interactive claims channels.

Benefits

• 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 keeping it for free after 3 years;
• Grow opportunities to empower your career, and unleash your potential with personalized career paths and the eVOLVE Program. Internal mobility opportunities for horizontal career changes and promotions;
• Well‑being as a priority: a hybrid home‑office model focused on outcome, not time‑in‑seat, to achieve a work‑personal life balance;
• Work‑hard, party‑hard culture with after‑work events, tournaments, parties, and communities based on passions, no dress code, free fruit, coffee, and tea at our offices;
• Dynamic and healthy environment: innovation, risk‑taking, shared ideas, diverse and open‑mind teams, Agile mindset, recognition at 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. 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.

Apply now!