Retail Performance & Client Experience Manager – Fine Jewellery Retail

Location: Brisbane (James Street & Chermside) + work-from-anywhere flexibility
Work Type: Full time or part time (prorated) - Monday to Friday
Industry: Luxury Retail / Fine Jewellery
Salary: Competitive, based on experience
Perks: Generous quarterly jewellery allowance + paid birthday leave

About Molten Store
Molten Store is an Australian fine jewellery brand devoted to meaningful adornment and elevated service. Founded in Brisbane and operating with a close-knit team, we blend creativity with commercial clarity. Every touchpoint matters to us - from the way we engage clients to the culture we cultivate internally. We’re a team that values trust, autonomy, and growth. You’ll be joining a purpose-led business where your ideas and leadership will have real impact, every day.

About the Role

We’re looking for a Retail Performance & Client Experience Manager to lead by example, uplift team capability, and shape high-touch client moments across our boutiques.

This is a hybrid leadership role designed for a confident coach - someone who thrives on structure, brings energy to sales culture, and knows that trust is built through service. You’ll work closely with the Founder and be a key influence across both people and performance.

Whether that’s spending a quiet morning working from home, reviewing activity in our Gorgias CRM to support our retail teams; jumping on a video call with the Founder to shape clienteling strategy; or spending time in-store to actively train and connect with our team of Casual and Senior Sales Associates - this role flexes with the rhythms of the retail week.

You’ll also serve as the escalation point for customer care across the business - guiding resolution with empathy, clarity, and brand tone.

Key Responsibilities

Sales Culture: Lead by example; energise conversion, daily targets, and fine jewellery service

Team Coaching: Recruit, onboard, and coach with clarity and curiosity

Client Development: Bring a strategic lens to clienteling initiatives alongside our Founder

Operational Rhythm: Own the roster, daily rhythm, and shift clarity across locations

Visual Storytelling: Execute and elevate visual merchandising standards

Service Systems & Escalation: Champion service tone, oversee Gorgias quality, and lead customer care escalations with grace

Who You Are

You bring previous experience in fine jewellery or luxury retail

You’re emotionally intelligent and values-led

Coaching comes naturally - you love helping others level up

You’re organised but never rigid; you adapt to trade and team needs

You understand the balance of autonomy and visibility

Jewellery qualifications are a bonus, but curiosity is essential

What Success Looks Like

Targets are clear and motivating; team confidence is growing

Client rituals (like gifting or follow-up) are executed beautifully and consistently

Coaching rhythms are embedded and morale is high

Rosters land on time, and shift energy is smooth and connected

Service systems reflect clarity, quality, and tone across every channel

Escalations are resolved thoughtfully and efficiently, with minimal handover

If you’re ready to lead with care, coach with conviction, and grow your career in fine jewellery, we’d love to meet you.

Apply with your CV and a short cover letter sharing why you’re drawn to this role and to Molten Store.