Nicki Hoyne Customer Experience Coordinator, Kilkenny

Job Title: Customer Experience Coordinator

Role: Full Time/Part Time

Salary: Based on experience

Location: Kilkenny

About Nicki Hoyne:
Nicki Hoyne is a luxury footwear brand celebrated for its commitment to craftsmanship, contemporary design, and ethical, sustainable practices. Our collections are a fusion of timeless elegance and bold individuality, loved by women who want to express their personal style with confidence. Social media is not just a communication tool for us, it is a vital sales driver and a reflection of our brand values and identity.

We are passionate about building a respectful, inclusive, and values-driven work environment. We’re an equal opportunity employer and welcome applicants from all backgrounds, cultures, and identities.

Job Overview:
We are seeking a proactive and detail-oriented Customer Experience Coordinator to join our team. This role will involve answering customer queries, liaising with our fulfilment warehouse, supporting our in-person customer activities and other administrative tasks. The ideal candidate will be a problem-solver with excellent communication and organisational skills, able to handle a diverse range of tasks and deliver an exceptional experience for our customers.

Key Responsibilities:

Customer Service:

  • Respond to customer queries in the email.

  • Regularly review common queries and develop solutions.

  • Amend the website to improve the customer experience.

  • Monitor and report on recurring customer issues to identify trends and areas for improvement.

  • Process customer returns/exchanges within our system and handle any related queries.

  • Manage online reviews and customer feedback to enhance brand credibility and customer trust.

Fulfilment & Logistics: 

  • Oversee the fulfilment process, ensuring orders are processed accurately and promptly from our warehouse.

  • Manage stocktakes, across the warehouse and our website. 

  • Liaise with factories on issues like damages, repairs, and sample management.

Marketing & Events:

  • Coordinating Pop-up’s and other brand events across Ireland.

  • Manage PR, photoshoot & influencer sample requests within Ireland, ensuring timely fulfilment and returned in good condition.

  • Stay in the know with marketing initiatives, press contacts and influencers that the brand should be networking with.

Administrative Tasks:

  • Manage our Depop & Vinted sales channels (Ireland only), ensuring listings and customer communications are up-to-date.

  • Monitor company email inbox, responding to inquiries and directing messages appropriately.

  • Perform other ad hoc administration such as booking flights, send thank you notes, message local cobblers, etc.

 

What We’re Looking For:

  • Passion for delivering a best in class customer experience.

  • Experience in a customer service, retail, fulfilment, or coordination role.

  • Strong organisational and time management skills.

  • Excellent written and verbal communication skills.

  • Ability to manage multiple tasks and prioritise effectively.

  • Experience with e-commerce platforms such as Shopify, Microsoft Office, Google Suite, Depop, Vinted, and/or similar systems.

  • Driving licence and vehicle is essential.


To apply, please send your CV and a cover letter to careers@nickihoyne.com. Please include “Customer Experience Coordinator" in the subject line.