A dedicated Customer Experience Department aims to build stronger relationships
Etihad Cargo has announced a comprehensive transformation of its organisational structure to further enhance customer experience, support business development, and drive continued growth.
The new structure will enable the carrier to align more closely with the needs of its customers with a new allocation of regions and the creation of a dedicated Customer Experience Department, the carrier said in a press communique.
The transformation has restructured Etihad Cargo’s global network into four regions managed by newly appointed Directors: South Asia and Oceania (SAPAC, India, Vietnam, Australia) led by Bernard Lee; North Eastern Asia (China, Hong Kong and Macau, Korea, Japan, Taiwan) led by Jacqueline Han Lin Ni; Europe and Americas (North Europe, Central Europe, South Europe, UK and Ireland, Americas) led by Rainer Krammer; and Africa, Middle East and CIS (GCC, UAE, Africa, Levant, CIS) led by Grant Kemp.
To enhance customer service and satisfaction, the carrier is further developing its Customer Experience Department. Led by Lubna Allaham, this dedicated department will improve the customer journey with additional customised customer-centric solutions, ensuring Etihad Cargo can continue to deliver high levels of service across all touchpoints.
Reinforcing commitment
Etihad Cargo will also strengthen its sales team and reinforce its commitment to the UAE market with the appointment of Rayan Alhaddar to the new role of Senior Manager Business Development Cargo Manager.
“This new structure will enable Etihad Cargo to work even more closely with its customers and better understand their specific needs. This ensures our services and products are aligned with customer expectations, delivering a superior experience for all,” asserted Stanislas Brun, Vice President Cargo, Etihad Cargo.
“Etihad is confident that this new organisation will drive the cargo division’s continued evolution and success, fully aligned with the airline’s core values,” affirmed Dr Nadia Al Bastaki, Chief People and Corporate Affairs Officer, Etihad Airways.
Etihad Cargo is confident this new organisational structure will enable it to deliver improved customer service and operational excellence, ensuring customer satisfaction and sustained growth, the press statement concluded.
