Etihad Cargo: Laser-Focused on Improving Customer Experience

Etihad Cargo is certainly not an organisation to rest on its laurels, especially when it comes to providing the level of service its customers demand and deserve.

This steely determination to continuously improve has been proven once again with a bold and comprehensive transformation of its organisational structure, aimed at further enhancing customer experience (CX), supporting wider business development and driving sustained growth. 

This new structure will enable the cargo and logistics arm of Etihad Airways to align more closely with customer needs thanks to a reallocation of regions and the creation of a dedicated CX department.

Committed to building partnerships

Etihad Cargo’s transformation sees its global network restructured into four different regions, with each 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 (Northern Europe, Central Europe, Southern Europe, UK and Ireland, Americas) – led by Rainer Krammer
• Africa, Middle East and CIS (GCC, UAE, Africa, Levant, CIS) – led by Grant Kemp.

This regional segmentation is designed to enhance capabilities in key markets and bring the organisation closer to customers, allowing for more effective and tailored responses to specific requirements.

Committed to building partnerships

Etihad Cargo’s transformation sees its global network restructured into four different regions, with each 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 (Northern Europe, Central Europe, Southern Europe, UK and Ireland, Americas) – led by Rainer Krammer
• Africa, Middle East and CIS (GCC, UAE, Africa, Levant, CIS) – led by Grant Kemp.

This regional segmentation is designed to enhance capabilities in key markets and bring the organisation closer to customers, allowing for more effective and tailored responses to specific requirements.

“Etihad Cargo is committed to building strong partnerships to achieve mutual growth and success,” says Stanislas Brun, the company’s VP for Cargo.

“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’m confident the team is well-equipped to deliver exceptional results and drive continued success. This ensures our services and products are aligned with customer expectations, delivering a superior experience for all.”

Enhancing the customer journey

In a bid to enhance customer service and satisfaction, Etihad Cargo has opted to further develop its CX department.

Led by Lubna Allaham, this dedicated team will focus on improving the customer journey with additional, customised, customer-centric solutions, ensuring the carrier can continue to deliver high levels of service across all touchpoints. 

What’s more, Etihad Cargo is strengthening its sales team and reinforcing its commitment to the UAE market by appointing a Senior Business Development Cargo Manager in the form of Rayan Al Haddar.

"This new organisational structure underscores the vital importance of the Cargo division to Etihad’s vision and ambitious plans for growth,” adds Dr Nadia Al Bastaki, Chief People and Corporate Affairs Officer at Etihad Airways.

“By enhancing Etihad Cargo’s regional capabilities and focusing on CX, the carrier is not only improving its service offering but also reinforcing its commitment to being the air cargo partner of choice.”

With a new organisational structure, Etihad Cargo is confident in its ability to evolve by delivering improved customer service and operational excellence.

******

Check out the latest edition of Supply Chain Magazine and sign up to our global conference series – Procurement and Supply Chain LIVE 2024. 

******

Supply Chain Digital is a BizClik brand.