Kim Madill

Head of Omnichannel and Guest Services Belmond

Kim Madill is currently Head of Omnichannel and Guest Services at Belmond, a visionary travel brand part of LVMH Group. In her role, she oversees the company’s Global Customer Contact Organisation (CCO) encompassing five offices in Italy, Singapore, South Africa, the UK, U.S., Customer Relationship Management (CRM), data strategy and clienteling.

Since her arrival at Belmond in 2019, she has been instrumental in transforming Belmond’s customer service and guest experience. She led the integration of customer contact offices worldwide while redefining and streamlining team roles for greater efficiency. Kim spearheaded the migration of customer contact centres to cloud-based systems which allow a seamless 24/7 'follow-the-sun' model across all customer contact centres.

As a brand that prides itself on curating incomparable genuine travel experience, Kim has channelled her efforts into devising innovative strategies aimed at elevating every aspect of guest interaction. This includes the creation of a dedicated team of Belmond Travel Curators— experts committed to fostering meaningful relationships with guests to enhance their lifetime journey with Belmond.

A hospitality veteran with experience spanning 15 years, Kim previously worked at Starwood Hotels & Resorts (now Marriott International) where she looked after their CRM and its loyalty programme SPG Ambassador Service.