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Ethiopian Airlines Names Samson Arega Bekele to Lead Global Customer Experience
Business News/Special To The African Times/USA
Samson Arega Bekele has been appointed as the Group Vice President of Customer Experience at Ethiopian Airlines, a role in which he brings over a decade of leadership experience in the aviation industry. Known for his contributions to operational efficiency, customer satisfaction, and strategic growth, Arega steps into this position as the airline continues its global expansion.
A native of Ethiopia, Arega began his career after graduating with honors in International Trade and Investment Management from Adama Science and Technology University. He went on to pursue a Master’s in Integrated Marketing Communications at the University of Mississippi, where his academic excellence earned him a place in the Phi Kappa Phi Honor Society.
Throughout his career with Ethiopian Airlines, Arega has held several key leadership positions. As Country Manager in Kuwait, he expanded the airline’s market presence, and as Country Manager for Canada, he played a crucial role in managing the airline’s response to the COVID-19 pandemic, overseeing evacuation operations and maintaining financial growth during a challenging period. His leadership was further demonstrated in his role as Regional Director for the USA, where he was responsible for Ethiopian Airlines’ operations across North America, contributing to notable market growth and improvements in customer service.
In an exclusive conversation, Arega shared his vision for customer experience at the airline. “In my new role, I’m focused on leading the strategic development and execution of all customer-related services, both on the ground and in-flight,” he explained. “Our goal is to maintain a commitment to delivering world-class service and operational excellence, ensuring that every passenger enjoys a seamless and superior experience.”
Arega emphasized the importance of aligning Ethiopian Airlines’ customer service initiatives with the broader goals of the company. “Customer-centricity is at the heart of everything we do,” he noted. “I’m passionate about overseeing innovative projects that not only enhance the passenger experience but also meet global regulatory standards and contribute to the airline’s long-term success.”
His appointment as Group Vice President comes at a crucial time for Ethiopian Airlines, which continues to recover from the pandemic while pursuing its global expansion strategy. With a clear focus on enhancing customer-facing services, Arega is expected to play a pivotal role in shaping the airline’s future.
While his extensive experience in customer service and his focus on aligning operational excellence with customer needs make him well-positioned to lead the airline’s customer experience division even as Ethiopian Airlines strengthens its position as a leading carrier in Africa and beyond, Arega’s leadership in enhancing the customer experience will be key to driving the airline’s success in the competitive global aviation market.
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