Heike Birlenbach is slated to become the CCO of SWISS, and Goudarzi Pour will assume responsibility for Customer Experience across the Lufthansa Group and lead a newly formed taskforce dedicated to enhancing operational stability, throughout 2024.
Lufthansa Group, in a strategic realignment, has announced key changes in leadership positions, emphasizing a heightened focus on customer experience and operational excellence. Heike Birlenbach is slated to become the Chief Commercial Officer (CCO) of Swiss International Air Lines (SWISS), succeeding Tamur Goudarzi Pour. Simultaneously, Goudarzi Pour will assume responsibility for Customer Experience across the Lufthansa Group and lead a newly formed taskforce dedicated to enhancing operational stability, punctuality, customer service, communication, and baggage processes throughout 2024.
Heike Birlenbach, currently the Head of Customer Experience for the Group’s airlines, brings a wealth of experience to her new role at SWISS. Having served as the CCO of Lufthansa Airlines, her career spanning over three decades positions her as a seasoned expert. Her tenure, commencing on January 1, 2024, is expected to further elevate SWISS’s commercial strategies.
Christina Foerster, Member of the Executive Board, Lufthansa Group 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.”
Tamur Goudarzi Pour, the outgoing CCO of SWISS, transitions to the vital role of overseeing Customer Experience for the entire Lufthansa Group. His leadership will extend to a taskforce dedicated to improving customer satisfaction, with a specific focus on operational stability and customer interaction. Goudarzi Pour’s track record in steering SWISS to rapid recovery after challenging times positions him well for this expanded role.
Dieter Vranckx, CEO, SWISS said, “I would like to thank Tamur Goudarzi Pour for his great commitment to SWISS. After the difficult Covid years, he played a major role in the rapid recovery of SWISS from the crisis and its emergence as one of Europe’s most profitable airlines. I am delighted to welcome Heike Birlenbach, a proven airline expert, on board at SWISS. With her broad expertise, particularly in the commercial areas, she is a very good fit for our team, both personally and professionally.”
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The strategic moves reflect Lufthansa Group’s commitment to refining customer-centric strategies and bolstering operational efficiency. As the aviation industry rebounds from the pandemic’s impact, these leadership changes signal a proactive approach to meet evolving customer needs and position the group for sustained success in the dynamic airline landscape.
