ABOUT SOTHEBY'S

THE ROLE

We are seeking a highly experienced and motivated individual to join our team as the Head of Client Experience Luxury. In this role, you will champion your team within the wider business and play a critical role in ensuring the highest level of client experience is achieved. You will oversee a team of Pre-Sale Managers and Coordinators, Post-Sale Managers and Coordinators, as well as Shipping Liaisons. Your responsibilities will involve managing the end-to-end client experience, ensuring collaboration and alignment between pre-sale and post-sale personnel, and driving operational efficiency and consistency within the client journey.

Responsibilities:

Leadership:

• Represent and communicate on behalf of the Client Experience Luxury team with various stakeholders, internal and external clients.
• Set priorities for the Client Experience Luxury team, aligning with the strategies for global Operations and Client Service Operations.
• Coordinate high-level queries and promote efficiency and consistency across different sale locations.
• Drive operational efficiency, implement changes, and promote best practices to enhance client experience.
• Resolve client escalations and manage complaints promptly and effectively.
• Actively promote the Client Experience Department within the wider business.
• Collaborate with global teams to ensure consistent delivery of client experience and identify areas for improvement.
• Manage vendor relationships and ensure adherence to procedures and policies.
• Monitor and manage central data sources, facilitate audits, and implement necessary improvements.
• Support the team by resolving conflicts, handling non-standard agreements and complex issues.
• Contribute to company-wide initiatives and projects aligned with the overall strategy.

Resource Allocation:

• Champion the professional development of coordinators and identify talent for career progression.
• Manage overall client experience resources, balancing workload/business needs with staffing.
• Recruit, coach, and train the team, providing guidance and support.
• Manage overall resources and workload balancing across the business.
• Ensure adequate coverage and adherence to deadlines.
• Coordinate training programs for the team's professional development.

Coordination and Communication:

• Represent the Client Experience Luxury team in communications with other departments.
• Conduct regular meetings with the team to prioritize tasks and address departmental issues.
• Support Managers and Coordinators with complex issues as they arise.

Policy and Process:

• Act as a central point of contact for queries.
• Drive efficiency through process improvements and best practices.
• Ensure compliance with company directives, regulations, policies and guidelines.
• Coordinate Pre-sale, Post-sale and Shipping processes with regional offices.

Training:

• Manage new starter training programs.
• Develop ongoing training and development programs for Managers and Coordinators.

IT:

• Identify and prioritize IT requirements for enhancing client experience process.
• Coordinate testing, change management, and communications.

Company Initiatives and Projects:

• Contribute to initiatives and projects aligned with the company's strategy.
• Collaborate with stakeholders to improve processes and enhance the client experience.

Requirements:

• Bachelor's degree or higher with at least 8-10 years of experience in a related field.
• Strong management and leadership skills, capable of handling deadline pressures and high-tempo activities.
• Excellent communication skills and ability to work with clients and stakeholders.
• Solid understanding in operational optimization and standard process practice.
• Proficiency in IT systems and ability to adapt to new systems quickly.
• A team player with flexibility and a proactive attitude.
• Strong organizational skills and effective delegation abilities.
• Ability to work with and influence stakeholders at all levels.
• Fluency in English, Cantonese, and Mandarin is essential.