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Clare Ward to head up Fred Olsen's new product and customer services division

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L-R: Fred Olsen Cruise Lines' senior management team: Mike Rodwell, Claire Ward and Jeremy Hatton
Fred. Olsen Cruise Lines has 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.

Ward joined Fred. Olsen over four years ago, as senior commercial planning manager, and has made a significant contribution to the business over this time.

The newly-created 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 into Ward. 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, md of Fred. Olsen Cruise Lines, said: 'The intention of these important changes within the 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 division will help to shape the future development of our company and will ensure that our guests continue to be our utmost priority.'

Fred. Olsen is currently recruiting a new sales and marketing director, to assume overall responsibility for the sales, marketing and public relations functions. An announcement will follow in due course.