Tuesday, 24 July 2018

Icelandair introduce 'Customer Experience' division during structural review.

Icelandair is introducing a whole new division, 'Customer Experience' which will assume responsibility for all aspects of the company's operations relating to customers, as it undergoes a major restructuring. 

Birna Ósk Einarsdóttir, will lead the new division which among other things will be responsible for on-board services, frontline services, the customer loyalty programme, ancillary revenue and product development.

10 Ways to Improve The Customer Journey

The operations of Icelandair’s Sales and Marketing division and Icelandair Cargo will be lead by the Chief Commercial Officer. Gunnar Már Sigurfinnsson, who has been MD of Icelandair Cargo for the last ten years. He served as SVP of Sales and Marketing at Icelandair from 2005-2008. Following the changes, Sales and Marketing will assume responsibility for the Company’s sales in all markets, marketing affairs, revenue control, pricing, route network and distribution.

Icelandair Group CEO Björgólfur Jóhannsson said, “We have in recent months been working on an extensive analysis of the Company’s business, its strategy and future focus. A large group has been involved in this work over the past months, including some 600 employees of the Company. The changes we are making now are the results of this work. The objective is to sharpen still further the focus in our sales and marketing, on the one hand, and services to customers on the other hand, thereby strengthening the Company for the future.”