Karen Clarkson
Director of Strategy & Operations
Strategy is about seeing what’s coming next. How does that forward-looking mindset influence the way you lead and make decisions?
Collaboration is everything. Being in constant conversation with colleagues throughout the company, helps me understand what’s going on across the business. Knowing how client needs are changing, what new challenges the teams are experiencing, and discussing sector trends means we can continuously fine tune our strategy to make sure the plan keeps us one step ahead in an ever-changing environment. Business strategies can’t be set in stone anymore.
Education is key too. Industry events are vital sources of information when it comes to ‘what’s next’. MCI also has a great learning culture, and our recent Business Academy conference in Paris was a great example of that. There was a real focus on the forces that are having the biggest impact on the world around us. Combining those learnings with our client and sector specific understanding puts us in a really strong position to make good, future-focused strategic decisions for the benefit of the business, our team and our clients.
Genine Aristides
Event Director
What lessons about leadership have you learned through delivering live events, and how have they shaped the way you lead your team today?
Delivering live events has taught me that strong leadership is really about preparation, trust, clear communication, and collaboration with your client, colleagues and suppliers. Being the one delivering events on the ground, and seeing leadership onsite, has shown me how important it is, as a leader, to be present but also know when to step back and let your team shine - to give them their moment in the spotlight. No one can pull off an event alone, so creating an environment where people feel empowered to take ownership of their role is key. Events don’t always go to plan, staying calm, focused, and process-driven makes all the difference.
These experiences have shaped the way I lead today. I really care about making sure every team member feels included, supported, and genuinely valued, because it’s the people on your team who make everything happen. When everyone feels empowered and appreciated, not only does the team perform better, but the events and the business shine.
Tracy Clark
Client Services Director
What lessons about leadership have you learned through delivering live events, and how have they shaped the way you lead your team today?
Being open and genuine with clients builds strong relationships. Knowledge and experience shines, which naturally portrays confidence. People buy people and when you can confidently demonstrate your team has the success and experience to deliver what the client wants, this wins hearts and minds.
You need to listen carefully, not just to what the client is saying, but to understand what they truly need. From there, it’s about showing how you can support them and grow alongside them as a strategic partner, rather than simply acting as a service provider.
Allowing your team to be involved in key meetings with clients allows relationship building on multiple levels, elevate your team to shine and they will help to keep the client relationship strong.
Nicole Leida
Director of Operations, Association Management
What lessons about leadership have you learned through delivering live events, and how have they shaped the way you lead your team today?
Leadership, to me, is about identifying barriers and taking action to remove them.
For instance, many events unintentionally exclude attendees with caregiving responsibilities, such as solo parents, because of evening schedules, overnight stays, or a lack of family-friendly provisions. Recognising similar challenges and addressing them is a key part of how I lead.
It’s about leading by example, designing events with inclusivity in mind, offering daytime or hybrid formats, providing on-site childcare, or creating dedicated family-friendly spaces. Leadership is also about fostering a culture where flexibility and empathy are valued, so that our teams understand that inclusivity isn’t just a policy, it’s integral to how we work and deliver value.
When leadership prioritises accessibility and diverse needs, it benefits the entire organisation. Teams feel supported, attendees can fully engage, and our events are richer, more innovative, and more impactful. For me, leading inclusively means ensuring everyone has the opportunity to participate, contribute, and thrive.
Sophie Greatbanks
Project Director
What does strong operational leadership look like in project delivery?
Strong operational leadership in project delivery is about creating clarity, trust, and momentum for the team. For me, it means turning strategy into action - building a clear plan, setting realistic expectations, and making sure everyone understands both the goal and their role in achieving it.
It’s also about empowering the people around you. The best projects are delivered by teams who feel trusted to take ownership, collaborate openly, and solve problems together. A leader's role is to create the structure and support that allows that to happen.
Operational leadership also requires staying calm and solutions-focused when things inevitably change. In project delivery, challenges are part of the process, so being able to anticipate risks, adapt quickly, and keep the team aligned is key.
Ultimately, strong operational leadership means taking accountability for both the process and the outcome - ensuring projects are delivered smoothly, clients feel confident, and the team feels proud of what they’ve achieved together.
MCI UK
