Customer Experience Executive - Events

About M&I and Role Overview

M&I, established in 2006 and part of the Worldwide Events Group, is a leader in the creation of high-quality meetings and events for the hospitality industry globally. Their events range across Europe, the Americas, and the Middle East featuring curated interactions and immersive experiences showcasing exceptional venues and services. M&I emphasizes innovation in event personalization, including the use of agentic AI, and prioritizes meaningful human-to-human connections in all its engagements.

The Customer Experience Executive position is central to delivering a seamless and personalized journey for both buyers and suppliers attending the M&I event portfolio worldwide. This role involves close collaboration with internal teams and external partners to enhance attendance, engagement, satisfaction, and repeat participation through proactive communication, logistics management, and problem resolution throughout the event lifecycle.

Key Responsibilities

• Serve as the trusted main contact for buyers and suppliers from initial engagement through post-event follow-up, ensuring a personalized and professional experience.
• Build and maintain strong relationships with delegates through proactive and ongoing dialogue, monitoring attendance and addressing any obstacles to participation.
• Manage and resolve delegate inquiries, escalations, and service-related issues to maintain high customer satisfaction.
• Design and distribute communications, including event updates, operational details, travel arrangements, and other pertinent information using company platforms.
• Collaborate with hotels, DMCs, travel providers, and other partners to coordinate delegate logistics such as accommodation, transfers, visa arrangements, dietary needs, and special requests.
• Maintain accurate data across CRMs and event management platforms, ensuring delegate profiles and event information are current and consistently reflected.
• Lead quality assurance activities for delegate materials like badges and event collateral, ensuring accuracy and timely delivery.
• Represent the Customer Experience team during onsite events internationally, providing exceptional support at registration, help desks, and for issue resolution.
• Contribute to continuous improvement initiatives by identifying recurring challenges, proposing solutions, and adopting new technologies and process upgrades.
• Participate collaboratively with various departments such as Sales, Marketing, Operations, and Event Technology to provide a unified customer experience.
• Occasionally work outside regular business hours to support event demands and key deadlines.

Candidate Requirements

• Experience in administration, coordination, or operations roles, preferably within events, hospitality, or luxury travel, focusing on travel, accommodation, transport, and visa logistics.
• Strong organizational skills with the ability to effectively juggle multiple priorities and deadlines.
• Proven capability in creating and managing surveys to gather customer feedback and insights.
• Experience overseeing or mentoring team members to support development and performance excellence.
• Demonstrated budget management skills, ensuring thorough financial control and accountability.
• Excellent verbal and written communication with meticulous attention to detail.
• Proficiency in Microsoft Office tools including Excel, Word, Outlook, and Teams.
• Strong interpersonal skills, marked by a cooperative and professional demeanor.
• Proactive, adaptable, and resourceful mindset, able to work autonomously and collaboratively.
• Interest in travel, event management, and global business environments is highly beneficial.

Employee Benefits

• Annual base salary of £33,261.
• 28 days paid holiday plus UK bank holidays, with additional leave granted based on length of service.
• Central London office located near Borough Market, featuring a summer terrace.
• Regular social events organized to foster team spirit.
• Monthly contributions to private health insurance available after probation.
• Access to an Employee Assistance Program providing confidential wellbeing support.
• Enhanced parental leave policies to support families.
• Early finish at 4 pm on Fridays to promote work-life balance.

Additional Information

This permanent, full-time role reports directly to the Head of Customer Experience. The position may occasionally require flexibility to support events beyond standard working hours. The organization values diversity and inclusion, welcoming applicants from all backgrounds and experiences. The Customer Experience Executive will be part of a passionate global team dedicated to delivering world-class event experiences and continuous innovation.