Events Executive - Customer Experience

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

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.

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.

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.

As a Events Executive
- Customer Experience, 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.

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…