Job Description

Customer Experience Executive- Freelance Contract

M&I

Chancery Lane, City of London

Role Type: Freelance

Are you passionate about creating memorable experiences at international events?

?The company

Worldwide Events is a leader in creating unforgettable B2B trade events that connect top players in the Meeting & Incentive, Luxury, and Romantic Travel sectors. With over 20 years of excellence, we've built a reputation for innovation, delivering world-class experiences, and fostering meaningful connections across the global travel industry.

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 dutiesStrategic Mentorship and Collaboration

Take full responsibility for platinum exhibitors / ambassadors 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.

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.

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

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.
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.

Why Work With Us

Join us, and you'll be part of a team that's shaping the future of the global travel industry. At Worldwide Events, you'll find more than a job, you'll find an opportunity to make a lasting impact.

Competitive Salary: Attractive compensation package. Professional Development: Opportunities for training, career advancement, and continuous learning. Dynamic Work Environment: A collaborative and innovative workplace culture. Global Exposure: Work with international teams and attend events in some of the world's most exciting destinations.
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.

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Our Company Website

www.wwideevents.com

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Our Events Portfolio

www.amourforums.com

www.mi-forums.com

www.privateluxuryevents.com

www.travel-fest.com

Job Types: Temporary, Freelance
Contract length: 2 months

Pay: 120.00-150.00 per day

Work Location: Hybrid remote in London SE1 1EP