Client Experience Manager

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.