Job Description

About us:

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 modern 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:

Working closely with the Head of Retail Performance, this role supports the Australia and New Zealand portfolio the delivery of retail initiatives at a regional level, creating a consistent client and employee experience across all showrooms. The position focuses on driving commercial performance through exceptional client experiences, while leading engaged, high-performing teams that embody Cullen’s values.

Key Responsibilities include:

• Lead retail performance across the region, ensuring sales, service, and operational goals are consistently achieved across all showroom locations.
• Support the execution of Cullen’s global retail strategy within the region, tailoring approaches where appropriate to local market needs while maintaining brand consistency.
• Monitor regional sales trends, client feedback, competitor activity, and operational insights to identify opportunities for growth and continuous improvement.
• Establish accountability across showroom leadership teams through regular performance reviews, coaching, and KPI management.
• Ensure showroom teams consistently deliver high-quality consultations, strong conversion outcomes, and elevated aftersales experiences.
• Support new showroom openings and regional expansion initiatives, ensuring teams, processes, and client experiences are successfully embedded from launch.
• Partner with cross-functional teams including Production, Merchandise, Marketing & Brand, Property & Expansion, and People & Culture to ensure retail teams are supported operationally and strategically.
• Support showroom readiness across the region, ensuring teams, stock, systems, and environments are prepared to deliver a premium client experience at all times.

What are we seeking?

• Experience in a multi-site retail leadership, sales, or operations role, ideally within luxury retail, jewellery, or a premium client-focused environment.
• Proven experience leading high-performing retail teams across multiple locations and driving strong commercial outcomes.
• Strong understanding of retail operations, client experience standards, workforce management, and sales performance metrics.
• Demonstrated ability to coach, influence, and develop leaders and teams in a fast-paced and evolving environment.
• Strong commercial acumen, including experience managing KPIs, labour investment, sales forecasting, and operational performance.
• Willingness and ability to travel regularly within the assigned region.

What we offer:

• Partner closely with the Head of Retail Performance to shape and scale our ANZ portfolio during an exciting phase of global expansion.
• Work in our Monday–Friday corporate culture in our beautiful, modern Kew office, with plenty of nearby parking options available.
• Generous staff discounts on our fine jewellery, plus 20% off for your friends and family.
• An extra week of paid leave every year to support a charity close to your heart.
• We sponsor a child in need via Baptist World Aid for every full-time team member who joins us.