MICE Excellence Manager

Kuoni Global Travel Services; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a MICE Excellence Manager to enhance service quality and efficiency in their MICE division. This role involves overseeing process management, project execution, and client satisfaction while leading training initiatives for team development. The ideal candidate will have substantial experience in MICE quality control and project management, demonstrating strong leadership and communication skills. Join a global brand with over a century of excellence, offering a supportive work culture, opportunities for growth, and a collaborative environment. If you're passionate about delivering exceptional travel experiences, this position is for you.

Benefits

Global Brand

Stability

Progression

Learning and Development opportunities

Supportive management culture

Company-wide bonus scheme

Employee engagement activities

Flexible & hybrid working

Annual awards and recognition

Collaborative work environment

Qualifications

• 8-10 years of experience in MICE business quality control or project management.
• Strong understanding of MICE industry standards and best practices.

Responsibilities

• Streamline processes across the MICE division for high-quality service delivery.
• Design and deliver training programs for the MICE team.

Skills

MICE industry standards

Project management

Leadership

Communication

Problem-solving

Education

Bachelor's degree in Business Administration

Bachelor's degree in Hospitality Management

Tools

Project management software

CRM systems

Job description

Social network you want to login/join with:

At Kuoni Tumlare, we design and deliver exceptional travel experiences through a comprehensive portfolio of destination management solutions. With over 100 years of expertise, we serve a global network of partners by offering series tours, educational trips, MICE events, guaranteed departure tours, and more. Our marketplace strategy is at the forefront of digital transformation, ensuring a competitive edge in a rapidly evolving travel landscape.

The Job:

The MICE Excellence Manager will be responsible for ensuring the highest level of service quality and efficiency within the MICE (Meetings, Incentives, Conferences, and Exhibitions) division. The MICE Excellence Manager will oversee process management, project efficiency, and client satisfaction while also leading training initiatives to improve standards (way of working) and project management practices and mentoring the MICE Project Managers across Europe.

Key Activities:

1. Process Management
   • Streamline and standardize processes across the MICE division to ensure consistent, creative and high-quality service delivery.
   • Identify areas for improvement and implement solutions to enhance operational efficiency.
   • Set up quality control measurements tools and constantly control performance and outcome.
   • Monitor and ensure compliance with internal guidelines, quality standards, and industry regulations.
   • Oversee and manage the execution of MICE projects from inception to completion, ensuring deadlines and objectives are met.
   • Coordinate with different teams (sales, marketing, operations) to guarantee smooth and timely project execution.
   • Track project performance metrics and identify opportunities to optimize project workflows and resource allocation.
   • Work closely with Market Directors to understand client expectations and ensure all services are aligned with their goals and needs.
   • Enhance Destination offices’ performance based on client feedback addressing concerns and ensuring future satisfaction of the client throughout the project lifecycle.
   • Provide regular updates and reports to management, keeping them informed on the progress of Destination offices’ performances.
2. Training and Development
   • Design and deliver training programs for the MICE team, focusing on systems, project management tools, and best practices.
   • Equip the team with the necessary skills to effectively manage projects, enhance client relationships, and maintain high standards of service.
   • Continuously evaluate training effectiveness and make adjustments to ensure knowledge and competency are consistently developed across the team.

Knowledge, Skills and Experience:

• Bachelor's degree in Business Administration, Hospitality Management, or a related field (or equivalent work experience).
• Proven experience (8-10 years) in MICE business quality control, process optimization, or project management.
• Strong understanding of MICE industry standards, trends, and best practices.
• Excellent communication, leadership, and interpersonal skills.
• Proficient in project management software, CRM systems, and other relevant tools.
• Strong problem-solving abilities and a solution-oriented mindset.
• Ability to train, motivate, and inspire teams to achieve excellence.
• Full business proficiency in English.

What We Offer:

• Global Brand: Opportunity to work in an international environment spread across 33 countries and growing.
• Stability: 100 Years at the top of our field and still pushing into new territory.
• Progression: We reward high performers and look to promote key talent internally.
• Learning and Development opportunities for growth and upskilling.
• A supportive management culture and autonomous working environment.
• Company-wide bonus scheme.
• Dedicated employee engagement activities.
• Flexible & hybrid working.
• Annual awards and recognition for high performers.
• Friendly and collaborative work environment.