Jewellery After-Sales Team Lead

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

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.