Private Client Manager – Fine & Antique Jewellery

Wave Antiques; Greater London; On-site; GBP 30,000 - 52,000; Full time

Benefits offered by this job

Bonus tied to company performance

Staff jewellery borrowing 4 days ayear

Ongoing gem identification training

Collaborative culture

Job summary

Wave Antiques in Hatton Garden is seeking a Private Client Manager to deliver a premium showroom experience, guiding clients through discovery, selection and purchase of vintage and antique jewellery.

You will host 30–60 minute appointments, maintain CRM records, respond warmly across channels, and contribute to growth with a consultative, education-led approach. Some Saturdays required; evenings possible; training provided.

Qualifications

• Experience in high-end client service and advisory roles.
• Ability to advise clients in a consultative, non-pushy manner.
• Strong communication skills and professional presentation.
• Organised approach to client records and appointments.

Responsibilities

• Host in-person showroom appointments in Hatton Garden with a warm, memorable experience.
• Guide clients through choices with confidence and care; educate without overwhelming.
• Understand client needs across occasions and categories, including vintage jewellery.
• Present pieces with provenance, design history and care information.
• Maintain CRM records, respond to inquiries across channels promptly and warmly.

Skills

High-end client service

Consultative selling

Excellent communication

Organised & detail-oriented

Discretion & brand protection

Passion for jewellery & gemstones

CRM experience

Tools

Endear CRM

Job description

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 a 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 Private Client Manager to deliver Wave Antiques' appointment experience, running client consultations in our Hatton Garden showroom and guiding 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 keep our customer records accurate and up to date in our CRM, and respond to customer enquiries and messages promptly and warmly across channels.

You don't need to be a jewellery expert to apply, but you do need a real passion for it. Onboarding and training are part of the role: you will spend your first few weeks learning in depth about vintage and antique jewellery, so that you can advise clients with confidence.

Working hours are flexible: the role could be a four-day week with some evenings, or part-time, and we are also open to full-time. Every Saturday is required, and some Sundays preferred. 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.

CRM and customer communication

• Maintain accurate, well-organised customer records in our CRM (Endear), logging appointments, preferences, interactions, and follow ups so every client interaction is informed and personal.
• Respond to customer messages and enquiries promptly and warmly across channels (email, phone, messaging), with clarity, warmth, and excellent attention to detail.
• Use CRM information to follow up thoughtfully after appointments and enquiries, helping clients reach the right decision at their own pace.
• Keep client data tidy and reliable, ensuring information is captured consistently and kept current.

Skills & Experience

• A genuine passion for jewellery, especially vintage and antique pieces.
• Strong experience in 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, and to respond to customer messages professionally.
• Highly organised and detail oriented, able to manage appointment preparation, follow up, and accurate record keeping reliably.
• Strong judgement and discretion, with a clear understanding of how to protect a premium brand experience.
• Knowledge of jewellery, gemstones, or design history.
• Experience in antique or vintage jewellery, bespoke commissions, or high-value showroom consultations.
• Familiarity with CRM tools and structured customer and 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.
• Organised and conscientious, keeping records and communication accurate and up-to-date.
• 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 initiatives that improve our customer experience and overall business.