Welcome to this recruitment process with Vueling!

Applying is your first step to having the opportunity to join the first Top Employer airline in Europe. We hope the information you find here encourages you to apply so we can get to know you and stay connected.

Let's start by getting to know us better!

At Vueling, we love things to happen. We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good.

Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills.

We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.

Job Purpose

Manage high-impact social media interactions, particularly critical or reputational cases, ensuring swift and appropriate resolution; within the airline's social media ecosystem, overseeing customer interactions and coordinating with an external provider for daily operational consistency; in strict adherence to brand tone, service guidelines, regulatory policies, and established escalation protocols; in order to safeguard the airline's reputation, enhance customer engagement, and improve social media claims-handling efficiency through continuous monitoring and strategic collaboration.

Main Accountabilities

• Monitor social media channels (X/Twitter, Facebook, Instagram, etc.) for high-priority mentions, escalations, or reputational risks, ensuring VIP, political, or sensitive customer interactions are managed in coordination with External Communications or the Social Media & Claims Manager.

• Act as the primary liaison for the external vendor handling daily social media responses, overseeing service-level agreements (SLAs), performance quality, and adherence to brand tone, while providing corrective feedback when needed.

• Collaborate with External Communications and Marketing (if relevant) to align on brand messaging, campaigns, and promotional content, providing input on engagement strategies such as milestone celebrations, customer FAQs, and crisis communication improvements for the external provider.

• Use social listening tools to monitor airline mentions, sentiment, and potential crises in real time, tracking key performance indicators (KPIs) such as response times, sentiment trends, and escalations handled while compiling periodic reports for the Social Media & Claims Manager and other stakeholders.

• Maintain up-to-date escalation protocols for critical social media cases, ensuring the external provider understands when and how to escalate, while working with Legal/Compliance and Corporate Affairs on sensitive topics or legal matters.

Main Relationships

Social Media & Claims Manager.

External Comms / Corporate Affairs.

Call Centre Manager, Customer Claims Specialists, Baggage Search Specialist.

Customer Service Manager, Marketing.

Social Media Provider/Vendor.

Customers.

Influencers/VIPs.

Education

• Bachelor's degree in Communications, Marketing, Public Relations, or a related field. Equivalent professional experience in social media management or digital customer service may be considered.

Experience

• Proven experience managing corporate social media accounts, including handling escalated or high-profile customer cases, particularly in industries where customer engagement and brand reputation are critical (e.g., airline, travel, or service-oriented sectors).

• Hands-on experience overseeing vendor or partner relationships, ensuring compliance with Service Level Agreements (SLAs), monitoring external service provider performance, and implementing corrective measures when necessary.

• Demonstrated ability to manage high-profile or sensitive cases, ensuring a careful balance between legal considerations, brand reputation, and customer satisfaction.

• Experience handling customer escalations, including the ability to engage with stakeholders at various levels, providing strategic guidance on social media crisis management.

• Strategic mindset with a data-driven approach, using social media analytics to identify trends, risks, and engagement opportunities, and presenting findings to senior leadership for strategy refinement.

Languages

English - C1 (Advanced proficiency).

Spanish - C1 (Advanced proficiency).

Location

Viladecans, Barcelona.

Level 5

We are the only Top Employer airline in Europe

For the second year running, Vueling is the only European airline and the only low-cost airline in the world to obtain this certification. The Top Employers Institute programme certifies organisations based on the participation and results of their HR Best Practices Survey. This survey covers six HR domains consisting of 20 topics including People Strategy, Work Environment, Talent Acquisition, Learning, Diversity, Equity & Inclusion, Wellbeing and more.

🟡 #FlyToYourFullPotential

Every single person who works with us is unique. Join us is accepting the invite to fly to your full potential through self-development and pursuing your professional passion. Our employee value proposition and benefits include staff travel, discounts, a flexible working model, and more! Want to learn more?.

🟡 Our Culture

We thrive on teamwork and collaboration. Joining our team means being part of a cohesive unit that works together, shares knowledge, and supports each other.

Our positive working atmosphere is unique and essential to our productivity and growth. You'll be surrounded by diverse and dynamic professionals. We are passionate about what we do: Connecting People and Places! Learn more about our Mission, Vision, & Values.

🟡 Our Recruitment Process

Your experience as a candidate is critical for us. We firmly believe that understanding our process will alleviate anxiety and ignite your passion for this extraordinary experience! Please take a closer look at how our process works.