Client Experience Manager (Luxury Antique and Vintage Jewellery)

Company

Wave Antiques

Location

Hatton Garden, London

Salary

Competitive + bonus tied to company performance

Type

Full time

Published

Deadline

Client Experience Manager (Luxury Antique and Vintage Jewellery)

Wave Antiques

Hatton Garden, London

About Wave Antiques

Based in the heart of Hatton Garden, Wave Antiques is an independent, design led jeweller with five generations of expertise. We offer a thoughtfully curated collection of antique and fine jewellery, with a deep love for vintage design and distinctive pieces.

We’re breaking the mould for Hatton Garden jewellers, with a strong online and social media presence and more diverse clientele. We have ambitious growth plans built on finding new routes to our customers, and this role will be critical to maintain and accelerate this growth.

Role Overview

We are seeking a Client Experience Manager to take ownership of Wave Antiques’ appointment experience, running client consultations in our Hatton Garden showroom and continually improving how we guide clients through discovery, selection, and purchase.

This is a client-facing role at the heart of our business. You will host 30 to 60 minute appointments, welcoming clients warmly, understanding what matters to them, and advising thoughtfully without pressure. Our approach is consultative and education led. The goal is always to help each client make the right choice for them, whether that results in a purchase on the day, a deposit, or a decision made later.

Alongside running appointments, you will refine the way we deliver them: spotting what excellent looks like, improving consistency, and helping Wave maintain a high-touch experience as we grow. Over time, this may include training and quality assurance for other team members running appointments.

This role is full time and salaried.
Performance will be recognised through a bonus tied to company performance rather than commission.

Key Responsibilities

Client appointments and advisory

Host in-person showroom appointments in Hatton Garden, delivering a warm, calm and memorable experience from arrival to follow up.
Guide clients through choices with confidence and care: listening closely, educating without overwhelming, and advising without pressure.
Understand client needs across occasions and categories, including engagement rings, bespoke or customised pieces, and vintage and antique jewellery.
Present pieces with excellent storytelling and product knowledge, including provenance, design history, gemstones, condition, and care.
Support the end-to-end appointment journey, including preparation, follow up, and coordination with internal teams when pieces require resizing, adjustments, or custom work.

Appointment experience ownership and continuous improvement

Take ownership of the appointment process and standards, continually improving quality and outcomes while protecting the Wave Antiques brand.
Identify practical improvements across the client journey: how appointments are structured, how options are presented, and how follow up is handled.
Track and interpret signals of performance (for example show rates, client feedback, outcomes over time), using them to improve the experience.
Maintain a premium standard of communication across channels linked to appointments (email, phone, messaging) with clarity, warmth, and excellent attention to detail.

E-commerce and Product Marketing

Ensure accurate, visually engaging, and SEO-optimised product listings that reflect Wave’s tone and storytelling approach.
Track product performance and recommend improvements to enhance engagement and conversion.
Generate measurable impact on growth through compelling content, accurate product presentation, and thoughtful customer communication.

Training, quality assurance and scaling

Define what great looks like in a Wave Antiques appointment and ensure it is delivered consistently.
Support training and quality assurance for other team members who run appointments, maintaining standards as we scale.
Contribute to onboarding materials and internal guidance as needed (for example principles, checklists, best practices), keeping the approach natural rather than scripted.

Collaboration with leadership and operations

Work closely with the directors and wider team to ensure appointments reflect Wave’s culture, stock positioning, and service standards.
Coordinate with stock and operations to ensure the right pieces are prepared and presented for each appointment.
Provide thoughtful client insights that help improve how we curate, present, and communicate about pieces.

Skills & Experience

Essential

Strong experience in luxury jewellery and high-end client service, with a confident and warm appointment style.
Proven ability to advise clients in a consultative way, building trust and helping clients decide at their own pace.
Excellent communication skills (written and verbal), with the ability to explain options clearly and elegantly.
Highly organised and detail oriented, able to manage appointment preparation and follow up reliably.
Strong judgement and discretion, with a clear understanding of how to protect a premium brand experience.

Desirable

Experience in antique or vintage jewellery, bespoke commissions, or high-value showroom consultations.
Experience training others in luxury service standards or maintaining quality across a small team.
Familiarity with CRM tools and structured appointment tracking.

Personal Qualities

Genuine, authentic and trustworthy.
Calm, polished, and client-first, with a natural warmth.
Strong taste level and an eye for detail and presentation.
Proactive and ownership minded: you spot what could be better and improve it.
Curious and motivated to keep learning about jewellery, gemstones, and design history.

What We Offer

A competitive salary package with a base and bonus structure, tailored to experience and contribution.
The opportunity to work closely with rare and historically significant jewellery while shaping a modern, digital‑first brand.
Opportunity to borrow exquisite jewellery for up to 4 days of the year.
Ongoing training in gem identification, and the nuances of antique jewellery.
A collaborative, supportive culture with scope to propose and lead initiatives that improve our customer experience and overall business.

To Apply

Please send your CV and a short note explaining why you’d like to join Wave Antiques and how your experience makes you a strong fit for this role to waveantiques@gmail.com.

If shortlisted, you will be invited to an interview with the directors to discuss your experience, approach, and ideas for growing the Wave Antiques brand.

About Wave Antiques

Wave Antiques celebrates craftsmanship, history, and design. Founded on five generations of family heritage, we curate fine antique jewellery that carries timeless character and provenance. Every piece in our collection is handled with care, accuracy, and respect for its story.

waveantiques.com

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