About Iconic Offices: Iconic Offices provides premium workspaces, business networks, and services across Dublin.
Founded and headquartered in Dublin, Iconic is home to over 80 staff and over **** members nationally, ranging from small businesses to non-profit and corporations.
Established in ****, our mission is to create the best flexible workspace offering in the market with six-star customer service.
Iconic is a fun, energetic, and dynamic environment with plenty of room for growth.
As we continue to build the best place to create, share, and work with others, there's a perfect place for you to grow with us.
The Role: The Client Experience Coordinator is a newly created head office role designed to support the continued growth and maturity of the Client Experience (CX) function.
Reporting to the Client Experience Manager, the role focuses on the day-to-day delivery, coordination, and management of established CX initiatives, suited to a commercially aware, client-facing professional with strong organisational skills and an interest in building a career in Client / Customer Experience.
The role operates with a high degree of ownership in operational CX delivery.
The Client Experience Coordinator is encouraged to identify opportunities for improvement and may suggest or pilot new initiatives.
The purpose of the role is to ensure consistent, high-quality execution of CX programmes while supporting the Client Experience Manager's focus on strategic oversight, compliance, and cultural alignment.
The role is intentionally designed with a clear scope for growth and progression as the CX function continues to scale.
Responsibilities Accountabilities: Client Experience Programmes Case Management Own the day-to-day management and delivery of existing client experience initiatives, including: Experience Enhancements (e.g., welcome boxes, gifting requests).
CX-related case management and follow-up actions.
Track, log, and manage CX cases to ensure timely resolution and consistency.
Client Feedback Insights Support Support the end-to-end feedback management cycle for biannual CSAT and other CX surveys, including: Monitoring and managing incoming responses.
Tagging and categorising qualitative feedback to support insight generation.
Downloading, preparing, and distributing reports to relevant departments.
Supporting the delivery of agreed 'quick wins' to Community Managers and Operations teams.
Act as a day-to-day power user of CX systems and tools, ensuring accurate data capture, tagging, and reporting.
Maintain accurate records, trackers, and dashboards to support reporting and ongoing performance monitoring.
Events Community Engagement Support the planning and delivery of CX-led events and initiatives, including: Pre-event administration (pre-event calls, catering coordination, guest list management, logistics).
On-the-day event coordination and support.
Actively participate in networking and community-building events, representing the business professionally and engagingly.
Client Relationships Voice of Customer Build direct relationships with clients through: Informal and structured client interviews.
Networking and on-site engagement.
Event participation.
Capture insights from client interactions and feed them back into the CX function to support continuous improvement of services, tone of voice, and customer journeys.
Customer Journey Mapping Experience Design Support Support the replication and expansion of existing customer journey maps across additional areas of the business.
Assist in the creation of sub-journeys and more detailed experience flows for relevant teams and touchpoints.
Support the rollout, maintenance, and day-to-day use of customer journey documentation across departments.
Support for New CX Initiatives Support the Client Experience Manager in the rollout of new CX initiatives once designed and approved.
Assist with documentation, communications, and operational execution of new CX programmes.
Cross-Department Collaboration Internal CX Storytelling Support alignment of service standards, tone of voice, and experience delivery across departments.
Support internal CX storytelling by helping share client insights and experience stories across the organisation.
Participate in internal forums such as conference calls, town halls, and team meetings to help communicate CX learnings and outcomes.
Support the development and delivery of internal communications or other methods that reinforce CX culture and keep customer experience visible across teams.
Future Scope Development of Role: While the initial focus is on operational excellence and coordination, the Client Experience Coordinator will gain exposure to: CX frameworks and best practices Data-led decision-making and reporting Cross-departmental collaboration Strategic CX initiatives and pilots Budget awareness and financial context for CX initiatives (budget ownership remains with the Client Experience Manager) To support both individual growth and the continued maturity of the CX function, the company may request that the successful candidate undertake relevant professional development or training courses in customer experience or related disciplines.
Where such training is requested, course costs will be covered by the company.
As the CX function continues to grow, there is clear potential for this role to evolve in scope and responsibility.
Important Metrics: CSAT Scores Survey response rates Consistent, high-quality delivery of CX initiatives.
Timely and accurate handling of feedback cycles and reporting.
Demonstrated contribution to client satisfaction, engagement, and retention.
Successful handover and ownership of operational CX delivery within the first 6 months.
Essential Skills Qualifications: 3+ years proven experience in a client-facing, coordination, operations, or service role.
Previous experience in customer success and account management is an asset.
Highly organised with strong attention to detail.
Confident in communicating with clients and internal stakeholders.
Demonstrates commercial awareness and understands the link between client experience, retention, and brand reputation.
Comfortable managing multiple initiatives simultaneously.
Proactive, adaptable, and solutions-focused.
Experience using CRM, feedback, or customer management systems is an advantage.
Familiarity with platforms such as Salesforce, Ask Nicely (or similar feedback management tools), or Nexudus is desirable but not essential; full training will be provided.
Strong interest in Client / Customer Experience as a career path.
Professional, personable, and aligned with company values.
Iconic Offices is an Equal Opportunities Employer: At Iconic Offices, we are dedicated to building a diverse, inclusive, and equitable workplace.
We believe that our strength lies in our differences, and we are committed to providing an environment where everyone is welcomed, respected, and supported.
We encourage applicants of all backgrounds, identities, abilities, and experiences to apply, as we strive to reflect the communities we serve.