Client Experience Lead in Nottingham

Cavari creates architectural bathroom products for design-led residential projects, with scope to support larger private and commercial spaces over time. We are an early stage, well-capitalised startup launching in 2026, led by founders who have previously built and scaled successful e-commerce and distribution businesses.

This is an opportunity with startup pace and startup risk but also genuine upside, influence, and the chance to build something from the ground up with experienced operators who have done this before. Our customers will invest £3–5k+ in spaces they'll live with for years and the experience of working with us matters as much as the product itself. We're looking for someone to own what happens after the order is placed: making sure customers feel confident, informed, and fully equipped to bring their project to life.

What This Role Actually Is

This is a strategic client-facing role that sits between sales and operations. You'll own the entire post-purchase experience from order confirmation through to delivery and beyond. At £3–5k+ per order, customers expect expertise, not scripts. They're making significant decisions about spaces they'll live with for 10+ years. Your job is to be their trusted advisor: spotting gaps in their specification, guiding product choices, de-risking delivery, and ensuring nothing derails their project. This isn't "customer service." It's client stewardship with commercial accountability. Done well, you'll add significant incremental revenue while dramatically reducing returns, complaints, and delivery issues. You'll also build the foundation for repeat business and referrals which at this price point, is how luxury brands actually grow. You'll have autonomy to shape how this function works. You’ll work closely with the founders to refine and evolve the post-purchase playbook improving it through real customer conversations.

What You'll Do Day-to-Day

• Help shape the post-purchase process before launch building the playbook, setting up systems, refining the customer journey, potentially supporting pre-orders.
• Own the post-purchase journey from order confirmation to successful delivery and beyond.
• Proactively contact customers (phone and email) to review their specification, confirm logistics, and identify any missing or complementary items.
• Refine the post-purchase playbook: what gets checked, when, and how.
• Identify patterns in customer questions or gaps and feed this back to improve product documentation and sales process.
• Track and report on key metrics: order uplift, customer satisfaction, repeat purchase rate, delivery success rate.
• Grow this into a team as the business scales.

What We're Looking For

• 3–5+ years in a client-facing commercial role at a premium brand.
• Proven track record of consultative selling or client advisory work (with numbers to back it up).
• Deep comfort with high-value transactions and discerning customers.
• Strategic thinker who can see patterns and build processes, not just execute tasks.
• Exceptional communicator: phone, email, and face to face.
• Ideal background: Account management or showroom roles at luxury interiors brands (bathrooms, kitchens, architectural products), Interior design background with commercial experience, Experience in luxury retail where advisory and sales are inseparable.

You probably won't fit if:

• You need a script or process map for every scenario.
• You think "upselling" and "helping customers get it right" are different things.
• You've never owned a P&L metric or been accountable for commercial outcomes.
• You prefer structured support roles over strategic, autonomous work.

This role requires judgement, commercial maturity, and the ability to operate without handholding. If that describes you, we'd love to talk.

Why This Role Matters

• Add £500–1,000 to an order (legitimately needed items).
• Prevent a return or complaint that would cost us far more.
• Turn a one-time buyer into a client who comes back for the ensuite, then the cloakroom, then refers their architect.
• Build the kind of reputation luxury brands are built on.

This isn't a support role dressed up. It's a commercial role with real P&L impact and the autonomy to shape how it works.

What Success Looks Like (First 6–12 Months)

• Measurable uplift in average order value post-purchase.
• Clear reduction in delivery-related issues and returns.
• A documented, repeatable post-purchase playbook.
• Customers consistently describing the experience as “considered”, “professional”, and “easy”.
• A clear case for scaling this function into a small team.

What You'll Get

• £42–50k base depending on experience.
• Performance bonus tied to order uplift, customer satisfaction, and repeat business metrics.
• Hybrid working (Southwell office + remote flexibility).
• Ground floor opportunity in a well-funded startup with experienced founders.
• Real influence you’ll help shape how this function works through thoughtful execution.

This is a startup. Pre-launch, you’ll be stepping into systems that have been thoughtfully designed and will need refining as we learn. Post-launch, volume will ramp gradually. You need to be comfortable with ambiguity, wearing multiple hats, and helping improve processes as the business scales. The upside: You'll work directly with founders who've built and scaled businesses before. You'll have genuine P&L impact from day one. And if this works, you'll have built something valuable from scratch.

To apply: Send your CV and a short note (200 words max) explaining why this role makes sense for you at this stage of your career to Elliot@cavari.co