Etihad Cargo Restructures to Enhance Customer Experience and Support Growth
Etihad Cargo, the logistics arm of Etihad Airways, has announced a major overhaul of its organizational structure aimed at enhancing customer experience, supporting business development, and driving sustained growth. The reorganization will streamline operations and align more closely with customer needs by establishing new regional divisions and creating a dedicated Customer Experience Department.
Under the new structure, Etihad Cargo’s global network is divided into four regions, each managed by a newly appointed director:
- South Asia and Oceania: Bernard Lee
- North Eastern Asia: Jacqueline Han Lin Ni
- Europe and Americas: Rainer Krammer
- Africa, Middle East, and CIS: Grant Kemp
This regional approach is designed to improve market-specific capabilities and provide tailored responses to customer needs.
To further enhance service, the newly established Customer Experience Department, led by Lubna Allaham, will focus on delivering customized, customer-centric solutions, ensuring high levels of service across all touchpoints.
Additionally, Etihad Cargo is strengthening its sales team with the appointment of Rayan Alhaddar as Senior Manager, Business Development Cargo.
Stanislas Brun, Vice President of Cargo, commented: “Our new structure will foster closer partnerships with customers, better addressing their specific needs. With new regional managers and senior leaders in place, we are poised to deliver exceptional results and continue the success of Etihad Cargo.”
Dr. Nadia Al Bastaki, Chief People and Corporate Affairs Officer, added: “This restructuring highlights Etihad Cargo’s critical role in our growth strategy. By focusing on regional capabilities and customer experience, we are reinforcing our commitment to being the preferred air cargo partner. We are confident that this new organization will drive continued evolution and success in line with our core values.”
Etihad Cargo is optimistic that these changes will enhance customer service, operational excellence, and contribute to ongoing growth.
