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Kim Madill

Kim Madill

Associate Director CEM Marketing and Service Delivery

Starwood Hotels & Resorts Worldwide, Inc.

I am a motivated self starter with an eye for detail and keen strategic mind. Having started with Starwood Hotels & Resorts in 2003, in an on-property operations role, I developed within the company to position of Associate Director in a Corporate Global Role. Previous roles come from a variety of sectors including, Food and ...

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Starwood Hotels & Resorts Worldwide, Inc.

Associate Director CEM Marketing and Service Delivery

-Marketing lead for ambassador program, the top tier of Starwood’s award winning Starwood Preferred Guest Loyalty Program
-Responsible for branding of all ambassador collateral across all channels, in line with SPG standards
-Development of digital channels and video (example below) to support marketing and communication of program
-Curator of online store, responsible for sourcing branded items to mark special occasions and guest milestones
-Work closely with Divisional and Regional leads on service delivery of program benefits
-Introducing new benchmark metrics focused on raising guest satisfaction index for measurement of on property recognition and benefit delivery across all hotels globally
-Development of external training programs tailored to meet specific requirements of ambassador team to ensure best in class guest experiences
-Budgeting and P&L management

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