Fred. Olsen Cruise Line today announced a major internal restructure and the creation of a new Product and Customer Services Division, to be headed up by Clare Ward, promoted to the role of Director of Product and Customer Services. The aim is to “improve the experiences that it gives to its guests, both onboard and ashore,” the cruise line said, in a prepared statement. 

The newly-created Product and Customer Services Division assumes responsibility for the following core areas: Itinerary and Experience Development; Operational Planning; Tours; Air and Land Services; Port Operations; Reservations; Administration; and Customer Relations.

To further strengthen its Senior Management team, Fred. Olsen has also promoted Jeremy Hatton to the role of Head of Customer Services, reporting to Ward. Ward joined Fred. Olsen over four years ago, as Senior Commercial Planning Manager.

Hatton – formerly Sales Systems Manager – joined Fred. Olsen in 1997, and now assumes direct responsibility for Fred. Olsen’s customer-facing shore-based departments.

Neil Herbert continues to head up the Sales Department.

Mike Rodwell, Managing Director of Fred. Olsen Cruise Lines, said:

“The intention of these important changes within the Fred. Olsen Cruise Lines’ Senior Management team is to continue to put the customer at the heart of everything that we do, and to provide guests with an even better, more co-ordinated and more consistent level of service, from the very start of the booking process, through to the onboard experience and post-cruise.

“With our strong reputation for being ‘closer’ to our guests, we need to do all that we can to provide the best itineraries and customer experiences possible. We believe that the creation of this dedicated new Product and Customer Services Division will help to shape the future development of our company and will ensure that our guests continue to be our utmost priority.”