Customer Experience Coordinator - Events in London

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.

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.

The Role

As a Customer Experience Coordinator, you will play a key support role in delivering a seamless, engaging, and high‑quality experience for our event delegates. Working under the guidance of senior team members, you will assist with logistical coordination, data management, communications and administration to ensure every delegate and the team are supported with clarity, care and efficiency from pre‑to‑post event. You’ll collaborate with internal teams and external partners to support the delegate travel and accommodation process, maintain accurate event data, respond to inquiries, and support the team with ad‑hoc and admin tasks to deliver exceptional events.

Responsibilities

• Delegate Communication & Customer Experience

• Supporting the team with administrative and event logistical tasks.
• Following up with delegates to confirm and collect important pre‑event information.
• Keeping our delegate management platforms up to date with the latest accurate information.
• Support the team in delivering outstanding customer experience through timely and friendly communication.
• Responding to delegate enquiries across different channels.
• Assisting with onsite communications, notifications, and post‑event delegate surveys.
• Chasing for key information from delegates.
• Assisting with email setup and scheduling.
• Support the team by gathering information and driving progress on internal projects.

• Travel Management

• Producing travel recommendations for delegates.
• Managing travel bookings: providing accurate buyer lists, tracking early leavers, and following up with delegates throughout the booking process.
• Assisting with the preparation of visa documentation and Letters of Invitation for international delegates.

• Accommodation, Transfers & Dietary Requirements

• Assisting in updating rooming lists, transfer details, and dietary requirement data for hosted buyers and suppliers.
• Cross‑checking and verifying final data across internal and external systems (e.g. CRM, campaign tools).
• Collaborating with partners (hotels, DMCs) when assisting executives.

• Data Management & Event Technology

• Supporting the input, proofreading, updating, and syncing of delegate data across systems such as Grip and Salesforce.
• Assisting in chasing buyer and supplier meeting preferences and profiles to ensure platform readiness.
• Handling changes to delegate lists, including additions, cancellations, early leavers, and reassignments.
• Ensuring seamless integration and consistency between campaign data, event platforms, and partner systems.
• Pushing final, proofed data sets to event platforms and communicating updates to stakeholders.

• Print Collateral & Onsite Delivery

• Assisting executives in proofing and printing event materials such as badges and table signs.
• Ensuring quality control and accuracy of printed collateral before and during the event.
• Assisting with onsite responsibilities, including delegate arrivals, registration desk duties, and logistics coordination.

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

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

• Experience or a proven interest in the travel and/or events industry.
• Previous experience in an office support or administrative role.
• A positive team player with a ‘can‑do’ attitude.
• Results‑driven, highly motivated, detail‑oriented.
• Proficient in Office 365.
• Strong organisational skills and the ability to manage multiple tasks with accuracy.
• A confident, articulate communicator with strong written and verbal communication skills.
• High levels of literacy and numeracy.
• An interest in developing onsite event experience over time.

Desirable Qualifications and Experience

• Ability to communicate in additional languages is a plus.
• Familiarity with Salesforce or other CRM systems.
• A qualification or experience in events, tourism, hospitality, or a related field.

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

• Basic salary of £29,000 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!

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.