Hilton Africa gets a new Customer Service Boss as Heather Laverne set to Join Hilton as Vice President – Customer Engagement, Loyalty and Partnerships for EMEA

LONDON – Hilton (NYSE: HLT) today announced the appointment of Heather Laverne as vice president – customer engagement, loyalty and partnerships for Europe, Middle East and Africa (EMEA).  

Based in Watford, UK, at Hilton’s European Head Office, Canadian-born Laverne will lead a team focused on creating and growing direct relationships with customers through delivering exceptional branded experiences. 

“Serving guests has been the bedrock of our business for nearly 100 years,” said Mark Weinstein, global head, customer engagement, loyalty and partnerships, Hilton. “As we look ahead to the next 100 years, Heather and her team will play a crucial role in shaping our customer experiences and creating ever-more meaningful relationships with our guests.”

Laverne joins Hilton from American Express where she served in leadership roles for more than 13 years. Most recently, she served as Vice President, International Premium Products where she owned the product strategy for American Express’ iconic portfolio of charge products including Centurion, Platinum, Gold and Green cards, across 90 countries.

“I couldn’t think of a more exciting time to join Hilton and be part of one of the world’s most iconic brands,” said Laverne. “I look forward to working alongside the fantastic global team to help shape the future of customer engagement and continue to look for new and unique ways to surprise and delight guests across the world.”  

Laverne completed her undergraduate studies in marketing from the University of Guelph and earned her MBA from Queen’s School of Business.


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