Online Jewellery Sales & Customer Experience Specialist - Full Time, On SiteWhy Join Us?
Career Growth: Training, Development, and Future OpportunitiesOwn the Online Sales Journey: Manage clients from their first enquiry through to quoting, follow-up, closing and after-sales careCompetitive Salary Package: AUD$80,000 - $95,000 + Super + Bonuses - based on experienceAustralia's Best-Reviewed Jeweller: 5,500+ 5-star Google ReviewsWe're looking for a commercially minded Online Jewellery Sales & Customer Experience Specialist to manage and convert our growing volume of online enquiries.This is not a traditional customer service role.
You will take ownership of online leads across phone, email, live chat, SMS and social media—building relationships, providing expert jewellery advice, preparing quotes and confidently closing high-value sales.You will also help build the foundations of our online sales function by improving sales and enquiry workflows, follow-up processes, reporting, templates and customer journeys.About SH JewellerySH Jewellery is one of Melbourne's leading independent jewellers, specialising in 18kt gold and platinum diamond jewellery, engagement rings, custom jewellery and Rolex watches.With more than 5,500 five-star Google reviews, we are proud to be Australia's best-reviewed jeweller and have helped more than 20,000 couples celebrate life's most important milestones.You will work alongside experienced jewellery professionals while building strong relationships with clients across Australia.RequirementsYour RoleOnline Sales & Enquiries - Manage incoming leads across live chat, phone, email, SMS and social mediaConsultative Selling - Understand client needs, recommend suitable jewellery, GIA-certified diamonds and custom design options, and confidently close high-value salesEnd-to-End Customer Journey - Take ownership from the initial enquiry through to quoting, follow-up, payment,



delivery and after-sales careClienteling & Follow-Up - Build strong relationships, manage longer-term opportunities and maintain consistent follow-up with prospective and existing clientsOrders & Shipping - Coordinate online orders, dispatch, tracking and delivery enquiries to ensure a smooth customer experienceSales Performance & Reporting - Track response times, conversion rates, lead sources, follow-up activity and sales resultsProcess Improvement - Identify opportunities to improve the online sales journey and help build scalable processes and playbooksTech, Systems & Website Administration - Manage online product and customer data, while improving tags, macros, workflows, automations, templates and reportingShowroom Sales Support - Assist with in-store clients, sales appointments and showroom enquiries when requiredTeam Collaboration - Work closely with e-commerce, showroom, production and operations teams to deliver a seamless customer experienceWhat We're Looking ForProven Closing Ability - Able to build trust, handle objections and convert enquiries into salesJewellery Sales Experience (preferred) - Experience selling fine jewellery, engagement rings, diamonds or other high-value productsGIA Diamond Knowledge (preferred) - Comfortable recommending, quoting and selling GIA-certified diamondsOnline & Phone Sales Experience - Confident managing and closing clients through phone, email, live chat and digital channelsGorgias (Live Chat)



& Technology Skills - Experience with Gorgias or similar platforms, plus confidence using CRM, ecommerce and reporting toolsCommercial & Data Awareness - Understands conversion, margins, customer value, follow-up and basic sales performance dataStrong Communication - Skilled, clear and persuasive across phone, email, live chat and messagingOrganised & Accountable - Able to manage multiple leads, quotes, follow-ups and orders while taking ownership from start to finishCollaborative Team Player - Works effectively across sales, marketing, showroom, production and operationsBenefitsWhy You'll Love Working at SH:Competitive Salary & Growth - Attractive remuneration based on experience, plus bonuses and future career opportunitiesOnline Sales Ownership - Manage your own leads, client relationships and sales pipelineIndustry Experts: Work alongside seasoned jewellery sales professionals who lead with experience.
Learn sought-after skills from Australia's best-reviewed jeweller with ****+ 5-star reviewsRare Collection Handling: Work directly with high-value diamond jewellery and gain a deeper understanding of how each piece is craftedGrowth Mindset Environment: Be part of a professional, motivated, and supportive teamTraining & Certification: Access to training and development for certification.
We place emphasis on growing and developing our peopleStaff Discounts: Exclusive discounts on our fine jewellery and Rolex watchesJewellery Care: Access to jewellery cleaning and repairsCreate Memories: Help create special, memorable moments in people's lives that they will cherish foreverJoin a company that rewards excellence, celebrates growth, and recognises those who make every client experience unforgettable.
If you take pride in creating meaningful moments and delivering luxury with heart, we look forward to meeting you.
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📌 Online Jewellery Sales Lead - High-Value Clientele (Melbourne)
🏢 SH Jewellery
📍 Melbourne