Customer Experience Executive - Events

M&I -
London

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Job details

Full-time
£33,261 a year
3 hours ago

Benefits

Employee assistance programme
Private medical insurance
Enhanced maternity leave
Enhanced paternity leave

Qualifications

Microsoft Word
Microsoft Excel
Microsoft Outlook
Microsoft Office
Data management
Mentoring
Financial management
Communication skills
Time management

Full job description

Customer Experience Executive - Events
Borough, South London (SE1 1EP) - Hybrid

M&I

M&I, launched in 2006, brings together high-calibre meeting planners and exhibitors from the hospitality industry through a series of standout events across Europe, the Middle East, and the Americas. Our portfolio includes M&I Expo, M&I Flagship, M&I Healthcare, and M&I Luxe. We create beautifully crafted events that spark meaningful engagement, from curated 1-2-1 meetings to immersive moments that showcase exceptional destinations, hotels, venues and MICE services. Our events take place across Europe, the Americas and the Middle East in some of the world's most extraordinary destinations.

Part of Worldwide Events Group

M&I is part of Worldwide Events Group, founded in 2007 and now a recognised leader in global MICE and luxury travel. Across our events, we bring people together and facilitate meaningful relationships, a philosophy we call H2H, human-to-human connection.
Innovation drives our evolution. We’re embracing the role of agentic AI to elevate personalisation, streamline event design and create smarter, more intuitive experiences for our global communities.

Our Sister Brand: Private Luxury Events

Alongside M&I, Private Luxury Events champions the ethos Expect the Extraordinary, delivering world-class experiences to the Luxury Travel community through Amour, Private Luxury, TFest and Ultra.

The Role

As a Customer Experience Executive, you will play a key role in delivering an exceptional end-to-end experience for buyers and suppliers attending M&I global event portfolio. Acting as a trusted point of contact throughout the delegate lifecycle, you will combine proactive customer engagement, event logistics, data management, and problem-solving to ensure delegates are informed, prepared, and supported before, during, and after each event.

Working closely with internal teams including Buyer Relations, Sales, Marketing, Operations, Event Technology, and external partners such as hotels, DMCs and travel providers, you will help drive attendance, engagement, satisfaction, and retention. You will take ownership of critical customer-facing processes, support the adoption of new technologies and automation tools, and contribute to continuous improvements that enhance both the delegate experience and operational efficiency.

This role is ideal for someone who enjoys building relationships, delivering outstanding service, managing complex logistics, and finding solutions that create memorable customer experiences at world-class international events.

You’ll join our growing team of experienced, passionate people who have delivered hundreds of events worldwide and who bring creativity, precision and purpose to everything we do.

This is a Permanent (Full-Time) opportunity reporting to the Head of Customer Experience.

Responsibilities

Delegate Experience & Engagement

Act as the primary point of contact for buyers and suppliers throughout the delegate lifecycle, delivering professional, responsive and personalised experience.
Build strong relationships with delegates through proactive communication, support and engagement before, during and after events.
Monitor delegate readiness, attendance and participation, identifying and resolving barriers to attendance and engagement.
Manage delegate enquiries, escalations and service recovery issues, taking ownership through to resolution.
Support the collection and review of customer feedback, contributing to continuous improvements in customer experience, satisfaction and retention.

Event Communications & Delegate Readiness

Create, coordinate and deliver delegate communications throughout the event lifecycle using company communication platforms and templates.
Prepare and manage event updates, operational communications, travel information and customer-facing content.
Coordinate delegate confirmations, cancellations, waiting lists, early leavers and other attendance-related processes.
Conduct proactive outreach to delegates via email, telephone and other communication channels to ensure event readiness and engagement.
Ensure delegates receive accurate, timely and relevant information at every stage of their event journey.
Coordinate with hotels, DMCs, travel providers and other event partners to ensure delegate requirements are communicated accurately and delivered successfully.

Travel, Accommodation & Event Logistics

Coordinate delegate travel, accommodation, transfers, visas and other logistical requirements to ensure a seamless event experience.
Manage travel booking processes in collaboration with internal stakeholders, travel partners and suppliers.
Maintain accurate rooming lists, transfer manifests, dietary requirements and special requests, ensuring all information is communicated effectively to operational partners.
Support the delivery of FAM trips, shoulder nights and other delegate travel requirements where required.
Assist with travel budgeting and cost management processes in collaboration with the Head of Customer Experience.

Data Management & Event Platforms

Maintain accurate delegate data across CRM systems, event platforms, communication tools and operational documents.
Manage delegate profiles, meeting preferences, event requirements and other key attendee information.
Ensure data accuracy and consistency across all systems, proactively identifying and resolving discrepancies.
Support the implementation and adoption of new technologies, automation tools and process improvements designed to enhance efficiency and the delegate experience.
Prepare, validate and distribute final delegate data sets to internal teams, event platforms and external partners.

Event Materials & Quality Assurance

Prepare, proof and manage delegate-facing event materials including badges, table signs, registration materials and event collateral.
Liaise with internal teams and suppliers to ensure all printed materials are produced accurately and delivered on time.
Manage the production and distribution of operational event documents, including rooming lists, transfer manifests, delegate lists and other customer-facing materials.
Conduct detailed quality assurance checks on delegate data, event materials and operational documents prior to each event.
Take ownership of the accuracy and presentation of customer-facing event information.

Onsite Event Delivery

Represent the Customer Experience team onsite at international events, delivering exceptional support to delegates and stakeholders.
Support registration, arrivals, help desk activities, event communications and delegate issue resolution.
Work closely with Operations, Event Technology, hotels, venues, DMCs and other partners to ensure smooth event delivery.
Manage onsite changes, customer requests and operational challenges in a professional and solution-focused manner.
Support post-event feedback collection and follow-up activities.

Continuous Improvement & Collaboration

Work collaboratively with Buyer Relations, Sales, Marketing, Operations, Event Technology and other departments to deliver a consistent customer experience.
Identify recurring customer challenges and recommend improvements to processes, communications and customer journeys.
Support the evolution of the Customer Experience function by contributing ideas, feedback and best practices.

Due to the nature of our work, you may occasionally be required to work outside standard hours to support events or meet key deadlines

Requirements

You’ll thrive in this Customer Experience Executive role if you bring:

Proven experience in an administration, coordination, or operations support role, ideally within events, hospitality, or luxury travel, with a focus on travel, accommodation, transport and visa logistics.
Exceptional organisational and time-management skills, with the ability to manage multiple priorities and deadlines.
Demonstrated experience in designing and producing surveys to capture insights and feedback.
Experience in managing teams or mentoring colleagues to support professional growth and performance.
Proven ability to take ownership of budgets, ensuring accurate oversight and effective financial management.
Excellent written and verbal communication skills with strong attention to detail.
Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and Teams).
Strong interpersonal skills with a collaborative and professional approach.
A proactive, flexible, and resourceful attitude with the ability to work independently and as part of a team.
An interest in travel, events, and global business environments.

Benefits

We offer a thoughtful package designed to support your wellbeing, growth, and work–life balance.

Basic salary of £33,261 per annum.
28 days holiday plus UK bank holidays, with additional days awarded for length of service.
A centrally located London office with a summer terrace within walking distance of the world-famous Borough Market.
Regular employee social events supported by our Happiness & Culture team.
Monthly contribution towards Bupa private health insurance (post probation).
Employee Assistance Program offering confidential wellbeing support.
Enhanced maternity and paternity leave to support growing families.
4 pm Friday finish!

How to Apply

We review applications on a rolling basis and will close the role once we’ve found our match. To avoid disappointment, apply via the button shown.

Our Commitment to Diversity

We foster an environment where everyone feels respected, valued, and able to thrive. We welcome individuals of all backgrounds, identities, and lived experiences, including differences in gender identity, orientation, expression, age, race, ethnicity, physical or mental ability, neurodiversity, religion or belief, and socio‑economic background. Our diversity strengthens our perspective, fuels innovation, and deepens our connection to the clients and communities we serve around the world.

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