Kim Madill Email & Phone Number

Leading Belmond's Omnichannel and CRM strategy including guest data and retention, Clienteling and the Global Customer Contact Organisation.

London, United Kingdom

Amsterdam Area, Netherlands

Task force consultancy engagement providing strategic marketing direction until local teams in place to execute on plans. iP2 Entertainment design, build and operate Family Entertainment Centers (FECS) around the globe partnering with large brands to licence their IPs to bring these to life through digital and interactive play. Assigned to iP2’s latest partnership with Mattel activating their Barbie, Hot Wheels and Mega Construx brands. Selected Contributions:• Sourced and appointed a Branding Agency, Digital Agency and CRM strategy- inclusive loyalty • Developed, strategic 12-month marketing plan to support local teams in the opening of the first FEC

Brussels Area, Belgium

Essentialist is an exclusive, membership-based travel club giving clients access to top journalists, around the globe to curate bespoke trips using insider intel and high touch travel planning services.Provided leadership during aggressive growth period and implement strategies as well as processes to achieve projected budgets. Lead the RFP and selection of the new PR partner. Oversaw the design and development for the omni-channel digital program, inclusive of social media. Managed the recruitment and selection as well as training of all new Travel Designers. Implemented weekly reporting and portfolio reviews to ensure targets are reached. Identified opportunities and methodically building strategic partnership alliances.Selected Contributions:• Procured and implemented new CRM system to significantly improve overall team efficiency and processes• Spearheaded the design and launch of content calendar for editorial and marketing departments.

Brussels Area, Belgium

Guided Starwood Preferred Guest (SPG) Ambassador service by leading more than 200 global associates and providing exceptional service to guests, generating more than $600M in annual revenue.Supported integration of Starwood and Marriott Ambassador services through delivery of long- and short-term strategic plans. Devised social strategy for programme to support sharing of guest and associate experiences across all popular networking platforms. Created micro-sites, curated products as well as digital assets, and produced videos as part of highly effective branding programme for all channels. Built strategic partnerships to improve destination content offering of service. Guided experiential marketing team to craft unique branded opportunities for SPG ambassador guests. Oversaw systematic management and allocation of marketing, external vendor, and training budget spend. Selected Contributions:• Headed annual programme experience survey and increased two base points in customer satisfaction• Launched communication messenger channel to satisfy guest request for immediate resolution channel• Owned story-telling of the service and implemented consistent branding of program across all channels including microsite development, video production, product curation and digital assets. See video example below.

Brussels, Belgium

Provided expertise for high profile CRM application for Europe, Africa, and Middle Eastern regions, supporting communication between operational users of application and corporate development team.Developed processes for ensuring consistent brand voice and guest experience across all email communications and campaigns in seven languages and nine brands. Managed relationship between on and offshore IT group to support multiple releases and updates to application. Assured delivery of functional enhancements in line with stakeholder expectations and requirements by fostering congenial relations with external CMS vendor. Spearheaded project to benchmark competitor programmes, increasing external vendor’s engagement to implement email deliverability processes and mobile optimisation.Selected Contributions:• Rolled out room upgrade best practice for hotels which Generated more than $1M in incremental revenue on annual basis through deployment of room upgrade best practice for hotels• Led and delivered on project to benchmark competitor programs which resulted in engagement of external vendor to implement email deliverability processes and mobile optimisation.

Dublin, Ireland

Scope:Initially covered all aspects of both off and online marketing including collateral, PR, advertising and partner marketing. In 2007, remit changed to focus purely on online and digital activities to recognise shift in market. This included maintenance of all websites, 3rd party relationships, paid search and digital channels. Responsible for both The Westin Dublin and Sheraton Fota Island resort in Cork, Ireland.Accomplishments:- Lead hotel through Westin re-branding initiative- Prepared tender requirements for the sourcing of local PR and design/print agencies - Owned and managed all digital channels including online brochures, websites and CMS vendor- Worked closely with Revenue Management on incremental room upgrade strategy that lead to a best practice being rolled out across region and promotion to corporate roll- Managed department budget- Preparation and presentation of monthly reports to key stakeholders of hotels