Founded by Jordan Cullen in 2018, Cullen Jewellery is an Australian fine jewellery brand grounded in intention, care, and considered design. As a digital-first brand, we bring together traditional craftsmanship and up-to-date technology to create pieces designed to endure – in both form and feeling. From carbon neutral lab-grown diamonds to responsible material choices and global replanting initiatives, every detail reflects Cullen’s long-term perspective.

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 - 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 after‑sales pricing to ensure costs are contained and aligned with strategic objectives of this service.
- Lead personalised handling, communication, and delivery for escalated or complex after‑sales cases where Cullen Jewellery is 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.
- Robust 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 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!

📌 Client Care Manager (Melbourne)
🏢 Cullen Jewellery
📍 Melbourne