Customer Experience Executive, MICE & Events

Customer Experience Executive Central London, Borough (Hybrid) Our Story Worldwide Events is the parent company behind two highly successful event brands: M&I and Private Luxury Events, each serving distinct sectors of the global travel and events industry.

Our brands connect the major players in both MICE and leisure travel through one-to-one meetings, inspirational social events, education, and destination discovery activities. Our suppliers and exhibitors are ground-breaking hotels, venues, and destinations in the events and hospitality industry who want to reach the world’s most respected event planners and travel designers.

We bring people together and facilitate strong relationships, connecting people on a human level first, business second. We call this H2H connection, and it is at the heart of everything we do.

At M&I we connect the global MICE industry through world-class events in the world’s best destinations, attracting key buyers and creating an atmosphere perfect for networking. This is where the most valuable business connections are made. We believe in the power of human-to-human connections to secure high-quality business. The Role As a Customer Experience Executive, you will be at the heart of delivering a seamless, engaging, and high-quality experience for our event delegates. This role blends hands-on logistical coordination, proactive communication, and accurate data management to ensure every delegate is supported with clarity, care, and efficiency from confirming attendance to post-event.

You’ll take full ownership of delegate travel and accommodation processes, act as a central point of contact for hosted buyers and exhibitors, and collaborate cross-functionally with internal teams (Technology, Operations, Sales, Buyer Relations, Marketing) and external partners (TMCs, hotels, DMCs) to ensure exceptional service delivery. Key duties Delegate Communication & Customer Experience Act as the main point of contact for delegates (hosted buyers and suppliers) across all stages of the event. Deliver an outstanding customer experience via timely, friendly, and clear communication. Respond to delegate inquiries using different channels. Prepare and send event updates and information using templates and email tools (e.g. Bee). Follow up with delegates proactively, including outbound calls. Provide first-line delegate support onsite at the event, including managing the info/help desk. Assist with onsite communications, notifications, and post-event delegate surveys. Strategic Mentorship and Collaboration Take full responsibility for platinum exhibitors / ambassadors Act as a mentor to junior team members fostering growth and accountability. Take ownership of special projects such as system rollouts and process audits, driving continuous improvement. Guide planning and implementation of strategies that elevate the delegate experience across all touchpoints. Travel Management Produce flight search options and transport recommendations for delegates. Manage travel bookings: provide accurate buyer lists, track early leavers, and follow up with delegates throughout the booking process. Trial and support the rollout of in-house flight booking systems. Create and manage travel budgets in collaboration with your manager. Prepare Letters of Invitation for international delegates requiring visas. Assist with logistics for FAM trips and shoulder night accommodation extensions. Accommodation, Transfers & Dietary Requirements Own all rooming list, transfer, and dietary requirement data for hosted buyers and suppliers. Ensure accurate and timely communication of this information to operations, hotels, and partners. Cross-check and verify final data across internal and external systems (e.g. CRM, campaign tools). Collaborate with partners (hotels, DMCs) to ensure accuracy of guest information and special requests. Data Management & Event Technology Maintain full ownership of delegate data—input, proofread, update, and sync across systems like Grip. Manage buyer and supplier meeting preferences and profiles to ensure platform readiness. Handle changes to delegate lists: additions, cancellations, early leavers, and reassignments. Ensure seamless integration and consistency between campaign data, event platforms, and partner systems. Push final, proofed data sets to event platforms and communicate updates to stakeholders. Print Collateral & Onsite Delivery Liaise with the design team to produce and sign off printed event materials, such as badges and table signs. Ensure quality control and accuracy of printed collateral before and during the event. Take part in executing key onsite responsibilities, including delegate arrival, registration desk, and logistics coordination. Due to the nature of the company and the role, you may occasionally be required to work outside of hours to support events and meet deadlines. You are a highly organised and detail-oriented professional who thrives in a fast-paced, dynamic environment. You take pride in keeping processes running smoothly and supporting others to deliver their best work. With a natural ability to multitask and a proactive approach to problem-solving, you ensure nothing slips through the cracks.

You’re a strong communicator who enjoys collaborating across teams and building positive relationships with colleagues and clients alike. You’ll be joining a passionate, ambitious team, so adaptability, enthusiasm, and a “can-do” mindset are key. This role offers the opportunity to develop your skills within a high-performing global business and grow your career within the events industry. 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. We offer a competitive salary and a thoughtful benefits package designed to support your well-being, growth, and work-life balance. At M&I, we bring together colleagues from around the world to deliver exceptional event experiences, and our benefits reflect that spirit. Basic salary of £32,136 per annum. 36 days of paid holiday (including bank holidays), with additional days awarded for length of service. Receive £50/month contribution towards Bupa private health insurance, starting after probation. Access confidential 24/7 support through Health Assured’s Employee Assistance Programme, covering mental health, wellbeing, financial guidance and life changes. Benefit from extended maternity leave and enhanced paternity leave to support growing families. Team members have the exciting opportunity to travel the world, providing support at our events. Start your weekend early with a 4 pm Friday finish! Our Commitment to Diversity Our approach to diversity is simple: it’s about embracing everyone. We are committed to welcoming all individuals, regardless of gender identity, orientation, expression, age, race, physical or mental ability, ethnicity, or perspective. Our diversity fuels innovation, brings diverse thoughts, and connects us more closely to our clients and the communities we serve. How to Apply We review every application with care and attention. If you're excited to contribute to our mission, we’d love to hear from you.

Applications are reviewed on a rolling basis. To ensure your experience and perspective are considered, we encourage you to apply early. Our Company Website www.mi-forums.com Our Events Portfolio www.wwideevents.com www.amourforums.com www.privateluxuryevents.com www.travel-fest.com