ROLE

CLIENT + OPERATIONS MANAGER

(FULL TIME)

LOCATION

HM SHOWROOM + STUDIOS, CLERKENWELL, LONDON

REPORTS TO

Founder / Creative Director

ABOUT HANNAH MARTIN

Hannah Martin, world-renowned fine jewellery designer and visionary, has challenged convention throughout her career.

Her eponymous brand, founded in 2005, is a confident, uncompromising, rock n’ roll, rule breaking, crafter of opulent, sexy, timeless jewellery for empowered and free speaking people.

We live to immerse ourselves into popular culture, stand for our beliefs and shout them out with the mic in our mouths on the main stage. We take the exhilaration from the moshpits of the world’s rich and visceral music scene and mix in a sumptuous dose of gender blurring decadence to craft exceptional pieces of heirloom quality jewellery.

Sculptural and intelligent, the Hannah Martin formula is a combination of creativity, craftsmanship and individuality.

At the foundation of this London-founded, London-made jewellery house is the staunch belief that it is quality and authenticity that counts in our world of over-production and over-consumption: exquisitely crafted items, designed with integrity and filled with passion.

We are the ones who turn the music up at the party and we make fine jewellery turned up to 11.

ROLE OVERVIEW

The Client & Operations Manager plays a pivotal role at the heart of our cult, founder-led luxury jewellery brand.

You will work closely with the founder/creative director, becoming a trusted presence for our clients and partners and a steady hand behind the scenes.

This role ensures an exceptional, highly personal client experience while managing the day-to-day operations of the business with precision, discretion, and efficiency.

This is a hands-on role suited to someone who thrives in a small, agile team, understands luxury standards, and can balance client care and sales growth with operational excellence.

An ideal role for someone who values individuality, beauty, and meaningful work.

The successful candidate will have an enthusiastic and nimble approach to their work, superb personal skills and an entrepreneurial attitude. Creativity and disruptive thinking will be key.

KEY RESPONSIBILITIES

Client Experience + Relationship Development

1. Be the first point of contact for clients and VIPs, offering a calm, considered, and highly personal experience.
2. Deliver unique client experience that aligns with the brand values (our clients are family).
3. Build and nurture long-term relationships with high-value clients and partners.
4. Manage appointments, enquiries, and follow-ups with warmth, attention and discretion.
5. Guide bespoke and special orders from initial consultation through to completion.
6. Look after after-sales care, resizing, repairs, and ongoing client relationships with sensitivity and professionalism.
7. Maintain thoughtful client records, noting preferences, milestones, and history.
8. Oversee client outreach, follow-ups, and retention strategies.
9. Host and attend private appointments, client-facing events, and brand activations to engage clients directly.

Day-to-Day Operations

1. Quietly keep the studio and showroom running smoothly day to day - supported by the Assistant Studio Manager
2. Oversee the coordination of timelines between the Founder, Head of Production & Development and external partners
3. Track production progress, ensuring quality and deadlines are met
4. Manage order confirmations, invoices, deposits, and final payments

Sales + Growth Development

1. Have an active and valued involvement in the growth of sales
2. Lead and manage the sales function across showroom, bespoke, and online channels
3. Optimising the HM London Showroom as a direct selling space with the intention of increasing the flow of customers
4. Work in close partnership with the social media and communications team to align brand campaigns with sales goals.
5. Identify and pursue new business opportunities and partnerships with creativity and care
6. Lead and manage relationships with wholesale/retail partners with the intention of expanding this network of partners globally

Founder/Creative Director Support

1. Work closely alongside the founder as a trusted operational partner
2. Manage and prioritise incoming communication so the founder can focus on design and clients
3. Keep clear oversight of what is in progress, what is coming next, and what needs attention
4. Support strategic planning, private appointments, launches, and client events where necessary Brand Standards & Sensibility
5. Uphold the highest standards of confidentiality, presentation, and service in alignment with the HM brand values
6. Ensure each client interaction reflects the values of the brand: thoughtful, refined, and personal
7. Be aware and alert so that all sales activities reflect the brand’s aesthetic, tone, and standards of excellence.
8. Gently improve systems and processes without losing the intimate, open nature of the business

ABOUT YOU

You have experience in luxury, jewellery, fashion, or a similarly high-touch environment

You are naturally organised, calm, and deeply reliable

You take pride in looking after people and precious things

You are comfortable wearing many hats in a small, founder-led business

You take the initiative and are proactive and solutions-focussed

You have good judgement, excellent communication, and a discreet manner (where appropriate!)

You have exceptional people and relationship-building skills, and are comfortable in many varied social situations

You are a business rebel - able to use intuition, initiative and creative thinking (a passion for music certainly not an essential, but you’ll fit in very well with this team if you do!)

AND WHY HANNAH MARTIN?

Joining our family gives you –

A close working relationship with the founder/creative director of a growing luxury brand

An opportunity to be part of cult brand with taste, integrity and authenticity

A meaningful long-term role with trust, responsibility, and room to grow in which you will be highly valued

An opportunity to have real, long-lasting impact on growth and development

A chance to be part of a brand where creativity, craftsmanship, relationships and care truly matter

We treat our team as partners and family, not support staff

We believe in flexibility and autonomy in the work place

We want you to thrive