Heike Birlenbach has been named chief commercial officer (CCO) of Lufthansa Group airline SWISS, effective from 1 January, 2024.
Birlenbach has been head of customer experience for the group's airlines since 2021 and previously served in a dual role as CCO of Lufthansa Airlines and SVP sales for the group’s hub airlines.
She succeeds Tamur Goudarzi Pour who will take over the group’s customer experience division from 1 January, 2024, as well as lead a newly-established customer experience taskforce. The aim of the taskforce, according to the group, is to “sustainably improve operational stability, punctuality, customer service, customer communication and baggage processes in 2024”.
The taskforce will have a “particular focus” on operational stability and customer interaction, according to the group, with measures taken “to improve offers and services”.
Goudarzi Pour has been CCO of SWISS since 2019 and previously headed sales for the Americas as well as the Middle East and Africa region.
Commenting on the appointments, Lufthansa Group board member Christina Foerster said: "I would like to thank Heike Birlenbach for her outstanding cooperation. In challenging times, she has played a key role in shaping product development and the offering for our guests.
“I look forward to working with Tamur Goudarzi Pour in the future. With his great expertise and many years of experience in commercial areas and his profound knowledge of the needs of our customers, he will decisively advance the product, quality and premium initiatives of Lufthansa Group Airlines."