Location: Delhi NCR (Delhi / Gurugram / Noida)
Reports to: Director / Managing Director
Department: Operations & Client Servicing
Industry: Events, Experiential & MICE
Role Overview
We are seeking a senior operations and client servicing leader to head the end-to-end delivery of our MICE and events business. This person will own the full lifecycle — from client brief to on-ground execution — leading production, operations, and account management teams to deliver flawless experiences across corporate events, conferences, exhibitions, incentive travel, and brand activations. The role sits at the intersection of client relationships, creative execution, and operational rigour, and carries direct accountability for delivery quality, margins, and client retention.
Key Responsibilities
Operations & Production
- Lead planning and execution of all MICE and event projects, ensuring on-time, on-budget, on-brief delivery.
- Oversee production — fabrication, staging, AV, technical, logistics, and vendor management — across multiple concurrent projects.
- Build and enforce SOPs, timelines, and quality controls across the delivery cycle.
- Own project budgeting, costing, and P&L for delivery, protecting margins while maintaining quality.
- Manage vendor and supplier networks, negotiating rates and ensuring reliability and compliance.
Client Servicing & Account Management
- Act as the senior point of contact for key clients, owning relationships and driving retention and repeat business.
- Translate client briefs into actionable delivery plans in coordination with creative and production teams.
- Lead pitches, proposals, and costings alongside business development for new and existing accounts.
- Resolve escalations and ensure client satisfaction throughout the project lifecycle.
MICE-Specific
- Manage the planning and execution of meetings, incentives, conferences, and exhibitions, including group travel, venue and destination management, delegate handling, and logistics.
- Coordinate with DMCs, hotels, airlines, and venue partners for domestic and international programmes.
Team Leadership
- Lead, mentor, and scale the operations, production, and client servicing teams.
- Allocate resources across projects, manage workloads, and build delivery capability.
- Drive a culture of accountability, service excellence, and continuous improvement.
Requirements
- 10–15+ years in the events / experiential / MICE industry, with a substantial portion in a senior operations, production, or client servicing leadership role.
- Proven track record delivering large-scale corporate events, conferences, exhibitions, and MICE programmes.
- Strong command of both the operational/production side and the client-facing/account-management side of the business.
- Demonstrated P&L, budgeting, and vendor-negotiation ability.
- Experience leading cross-functional teams under tight timelines.
- Excellent client relationship, communication, and stakeholder-management skills.
- Willingness to travel and work on-ground during events, including irregular hours.
- Bachelor's degree required; MBA or events/hospitality qualification a plus.
Preferred
- Existing relationships with corporate clients, venues, and vendors in the Delhi NCR market.
- Experience with both domestic and international MICE programmes.
- Background at a reputed event / experiential agency.
