Client Care Manager

CullenUS; Kew; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program for you &/

Generous staff and family discounts

Team events and wellbeing program

Paid volunteer leave

Sponsorship of a child in SE Asia/Afr

Job summary

Cullen Jewellery is seeking a Client Care Manager to lead a team of after-sales consultants, delivering empathetic, precise service for standard and non-standard care, from repairs to insurance support. You will partner with the Head of Supply Chain & Product to ensure timely, accurate outcomes that delight clients.

You will drive continuous improvement, manage client communications across emails and calls, and mentor staff to uphold Cullen Jewellery’s Unreasonable Care promise.

Qualifications

• Experience leading a team in jewellery or premium retail.
• Proven ability to deliver empathetic, client-centric service.
• Strong communication and interpersonal skills.
• Ability to mentor and develop staff while driving performance.

Responsibilities

• Lead a team of after-sales consultants and oversee standard and non-standard client care.
• Coordinate with Head of Supply Chain & Product to ensure timely service delivery.
• Audit pricing, manage service templates, and maintain client portals.
• Drive improvements based on feedback and client outcomes.

Skills

People management

Leadership

Customer service

Communication

Problem solving

CRM systems

Tools

CRM systems

Job description

About the position:

The Client Care Manager is responsible for delivering exceptional after-sales client care, overseeing both standard and non-standard services with a focus on empathy, precision, and proactive problem-solving. The role also leads and supports a team of after-sales consultants to drive collaboration, continuous improvement, and strong client outcomes.

Key Responsibilities include:

Standard After-Sales Services (Client Care)

• Oversee and actively participate in all after-sales services, including fault remakes, repairs, and insurance claim support, in collaboration with the Head of Supply Chain & Product.
• Manage client-initiated services, including upgrades, alterations, or benefits like the complimentary 12-month resize or a one-time free remake. Handle drop-offs, assessments, repairs, and pick-ups with timely updates and pricing, maintaining the service portal and managing templates.
• Ensure all client documentation requests are met accurately and promptly, such as providing tax invoices and appraisals for insurance purposes.
• Together with the Head of Supply Chain & Product, respond to general shipping inquiries, audit non-DDP lists, and coordinate drop-off/pick-up appointments for Melbourne.
• Oversee after-sales supply chain capacity, working closely with partner jewellers and the internal workshop to ensure sufficient resourcing to meet after-sales demand, in collaboration with the Head of Supply Chain & Product.
• Regularly audit aftersales pricing to ensure costs are contained and aligned with strategic objectives of this service.

Non-Standard After-Sales Services (Client Care)

• Lead personalised handling, communication, and delivery for escalated or complex after-sales cases where Cullen Jewellery partially or fully at fault, including remakes, repairs, resizes, and upgrades.
• Collaborate with teams to proactively contact clients, offering timely apologies and resolutions to alleviate any concerns or misunderstandings.
• Work closely with the Head of Retail Performance and Head of Supply Chain & Product, and relevant teams to implement feedback-driven improvements.
• Manage cases involving potentially fraudulent client interactions, including fraud verification and chargeback requests.

Client Experience

• Role model punctuality, promptness, and organisation, setting the standard for client interactions and service delivery.
• Ensure an outstanding client experience aligned with Cullen Jewellery’s promise of Unreasonable Care, fostering positive, clear, and trust-building communication across emails, phone calls, and other interactions.

Team Development

• Meet regularly with the Head of Retail Performance and Head of Supply Chain & Product, supporting projects as needed.
• In collaboration with the Head of Supply Chain & Product, provide valuable insights and feedback on after-sales and product quality trends to inform company-wide decisions. Build reports on showroom experiences, client issues, courier concerns, and partner jeweller feedback.
• Collaborate with other showroom managers to identify operational gaps and implement solutions that enhance efficiency for team members and clients.
• Lead, support, scale and mentor a team of after-sales consultants, assisting as needed.
• Conduct regular check-ins and performance reviews, partnering with the Head of Retail Performance and People & Culture on disciplinary matters, maintaining accurate records, and aligning on annual remuneration reviews.
• Perform other duties or responsibilities as directed by the Head of Retail Performance, and/or the Head of Supply Chain & Product or delegate.

What are we seeking?

• Proven experience in a people management role, preferably within the jewellery or retail industry.
• Passionate about premium jewellery, with a commitment to ethical and sustainable practices.
• Strong leadership skills with the ability to motivate and manage a team effectively.
• Excellent interpersonal and communication skills, with a client-centric and team player approach.
• Ability to resolve client concerns with empathy and professionalism.
• Proactive, adaptable, and capable of managing multiple priorities independently in a fast-paced setting.
• Strong attention to detail, upholding high standards without needing oversight.
• Solution-focused with an optimistic outlook and adept at giving and receiving constructive feedback.

What we offer:

In addition to a competitive remuneration package, and the ability to work in a beautiful office location in the heart of Kew, we offer all our team members with a range of benefits including:

• A supportive and collaborative work environment;
• An Employee Assistance Program for you and a family member to utilise;
• Generous staff and family / friend discounts;
• Team events and initiatives included as part of our wellbeing program;
• Paid volunteer leave, and sponsorship of a child in South East Asia/Africa under your name;
• The opportunity to join a growing company with a global presence - you really can take your career anywhere!

If this full-time opportunity sounds like your next challenge,