Client Care Manager

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!