Orbitz has named customer service veteran Eliah Kahn as Vice President, Customer Experience.
In addition, Michael Sands, Orbitz Vice President, Marketing has been promoted to Chief Marketing Officer. Both appointments take place immediately.
Filling a newly-created post, Kahn will be responsible for Orbitz` industry-leading Customer Care program and the company`s expanding customer service and CRM operations. He will report to Orbitz President and CEO Jeff Katz.
“Superior customer care is a top priority for Orbitz,” Katz said. “Eliah Kahn`s impressive customer service and CRM experience will help ensure that customers receive the best possible care at every touchpoint, from their first site visit through the completion of their journey.”
Kahn has more than 18 years of CRM experience, which includes expertise in large-scale service and call center operations. Most recently, as a partner for Accenture`s CRM practice, Kahn was responsible for identifying and implementing strategies for more than 50 leading financial service clients. He directed the development of multi-site service centers for some of the nation`s largest insurers and supported the implementation of complex strategies around the integration of web support within call center operations.
Michael Sands, the former vice president, marketing of Orbitz, will now serve as Chief Marketing Officer. With an extensive background in communications, brand strategy and integrated marketing, Sands is responsible for developing and implementing all Orbitz marketing activities. His efforts were a major contributor to the most successful launch of an e-commerce company on record. Within 90 days of it June 4, 2001 launch, Orbitz was the third largest travel website in the $24 billion online travel industry and it remains among the fastest growing. He will report to Steve Hafner, Vice President, Marketing and Business Development.