Etihad Cargo announces organisational transformation

The global network has been restructured into four regions (South Asia and Oceania, North Eastern Asia, Europe and Americas, and Africa, Middle East and CIS), each managed by newly appointed regional directors to enhance market-specific capabilities and customer proximity.

A dedicated Customer Experience Department aims to build stronger relationships and meet customer expectations through enhanced oversight and coordination.

Etihad Cargo has said it is to transform its organisational structure to further enhance customer experience and, support business development.

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

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. 

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.