VIP Customer Communications Executive (Tourism)

TL;DR

VIP Customer Communications Executive (Tourism): Managing sensitive customer complaints and high-profile communications for a leading travel subscription platform with an accent on crisis communication and PR risk mitigation. Focus on resolving complex customer disputes, collaborating cross-functionally to improve processes, and ensuring high service standards for VIP members.

Location: Hybrid (Barcelona, Spain). Relocation support is available.

Company

World's leading travel subscription platform and one of the largest e-commerce businesses in Europe.

What you will do

• Manage VIP and sensitive customer complaints across social care and direct CSM channels.
• Identify and mitigate PR risks in national and local media to minimize negative visibility.
• Support legal complaints, consumer organization files, customer court cases, and data protection rights.
• Collaborate on VIP Communications projects and analyze the results of initiatives.
• Proactively ensure excellent service for high-value individuals.

Requirements

• Background in the Tourism industry.
• Proven experience handling customer complaints via traditional and interactive channels.
• Proficiency with CRM tools and G-suite.
• High-level proficiency in Italian and English (writing and grammar).
• Must be based in or be able to relocate to Barcelona, Spain.

Nice to have

• Fluency in French, German, Dutch, Portuguese, or Spanish.
• Experience in PR, media relations, VIP management, or Social Media management.
• Knowledge of GDS Amadeus and/or Galileo.

Culture & Benefits

• Competitive salary and performance-based bonuses.
• Hybrid home-office model focused on outcomes.
• Relocation support and option to keep work equipment after 3 years.
• Personalized career paths and the eVOLVE Program for professional growth.
• Prime Plus membership, birthday day off, and various corporate discounts.