Supporting the work of the Jeweller since 2006
Fine Jewellery Operations Lead (Concierge)
Fine Jewellery Operations Lead (Concierge)
Fenton
Mayfair, London
About Fenton & Our Vision
Fenton is a London-based, direct-to-consumer fine jewellery company founded in 2019. We create high-quality, modern heirlooms designed to last a lifetime - jewellery that keeps your love stories alive for generations.
Our mission is to transform the £5bn+ European fine jewellery market through transparency, accountability, and honesty. Every Fenton piece is fully customisable online and responsibly crafted, thanks to our global network of gemstone experts operating in countries with highly regulated standards. We also offer our Bespoke service where we work directly with our clients to make their vision a reality.
At Fenton, our customers are at the heart of everything we do - reflected in over 530 five-star Trustpilot reviews. In 2021, we became the third fine jewellery brand to achieve B Corp certification, and the only one doing so at scale.
In recent years, weve expanded our offering with Solar Diamonds (2022), natural diamonds (2023), and most recently, our 14k Everyday Collection (2025).
About the Role: Fine Jewellery Operations Lead (Concierge)
Our Concierge team is where e-commerce meets exceptional service - blending the ease of digital retail with the care and expertise of fine jewellery specialists.
As Fine Jewellery Operations Lead, youll play a pivotal role in ensuring our ops team runs smoothly day-to-day. Youll work closely with our Sales Team Lead and Head of Concierge to drive best-in-class service, streamline workflows, and foster a high-performing, customer-first environment.
Were looking for an energetic, proactive and people-focused leader who thrives in a fast-paced, collaborative setting. Youre comfortable with structure but never afraid to roll up your sleeves and embrace change as opportunity.
Key Responsibilities
1. Manage daily, weekly and monthly ops priorities and team organisation.
2. Overseeing smooth and comprehensive dispatch organization every week.
3. Ensuring every customer order is issued on time and correctly, managing post sale deadlines between the customer and our team.
4. Fine jewellery quality control, flagging errors and inconsistencies with our manufacturing team.
5. Manage repairs incoming and outgoing directly with customers and our UK-based Workshops.
6. Managing post-sale customer enquiries and expectations.
7. Handle escalations and guide the team in navigating customer challenges.
8. Take ownership of BAU sales rhythm and support process improvements.
9. Managing product and packaging inventory.
10. Office admin tasks as necessary.
11. Be flexible with weekend shifts and bank holiday cover (with time off in lieu provided).
What Were Looking For
12. 3-4 years proven success in luxury or high-end operations or product development.
13. Strong interest in fine jewellery and gemmology (GIA or Gem-A qualifications preferred).
14. Incredibly detailed and highly organised - this is a must-have for success in this role.
15. Excellent communication skills, both written and verbal.
16. Confident in prioritising, decision-making, and supporting others.
17. Comfortable with digital tools such as Slack, WhatsApp, Instagram, Trengo, Excel, and more.
18. A proactive, positive attitude and a genuine desire to grow and develop.
19. This is a full-time role based in our Mayfair office, with min. 2 working Saturdays per month. This is on a rotational basis and time off in lieu is given ahead of Saturday working.
20. UK work authorisation is essential.
Benefits
21. A competitive annual salary - we do not work on individual commission
22. 25 days holiday per year & equivalent bank holiday days off
23. Private health insurance and mandatory pension contributions
24. Comprehensive career growth trajectory with clear milestones to reach each step
25. Generous employee discounts on Fenton jewellery, contribution to work wardrobe & a manicure allowance!
26. A modern office space near Bond Street with a great culture
27. Company drinks, activities, and outings
28. A social, intelligent, and highly driven team supporting you
Application Next Steps
Please apply with a CV via the application form below, LinkedIn or directly to
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Or read more here: Fenton in, Fenton in & Fenton in .
Fenton do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age, marital status, or disability status.