Etihad Cargo has restructured its organization with the aim of enhancing customer experience and growing its business. Four regions now make up its geographical layout – each headed by a newly appointed Director. The regions are: 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. With the new structure, the airline hopes to get closer to its customers to better understand and respond to their commercial requirements. This more focused customer-centricity is further underlined by the introduction of a dedicated Customer Experience Department. The CED is headed by Lubna Allaham. She and her team are tasked with improving the customer journey with additional customized customer-centric solutions, and making sure that Etihad Cargo provides the same high levels of service at all its locations.
The airline also announced that it had appointed Rayan Alhaddar to the new role of Senior Manager Business Development Cargo Manager, as it strengthens its sales team and reinforces its commitment to the UAE market.
Stanislas Brun, Vice President Cargo, stated: “Etihad Cargo is committed to building strong partnerships to achieve mutual growth and success. This new structure will enable Etihad Cargo to work even more closely with its customers and better understand their specific needs. With the appointment of new regional managers and senior leaders, I am confident that the team is well-equipped to deliver exceptional results and drive the continued success of Etihad Cargo. This ensures our services and products are aligned with customer expectations, delivering a superior experience for all.”
Dr Nadia Al Bastaki, Chief People and Corporate Affairs Officer at Etihad Airways added: “This new organizational structure underscores the vital importance of the Cargo division to Etihad’s vision and ambitious plans for growth. By enhancing Etihad Cargo’s regional capabilities and focusing on customer experience, the carrier is not only improving its service offering but also reinforcing its commitment to being the air cargo partner of choice. Etihad is confident that this new organization will drive the cargo division’s continued evolution and success, fully aligned with the airline’s core values.”
