Client Experience Manager

ABOUT SOTHEBY'S

Established in 1744, Sotheby’s is the world’s premier destination for art and luxury. Sotheby’s promotes access to and ownership of exceptional art and luxury objects through auctions and buy-now channels including private sales, e-commerce and retail. Our trusted global marketplace is supported by an industry-leading technology platform and a network of specialists spanning 40 countries and 70 categories which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Design, as well as collectible cars and real estate. Sotheby’s believes in the transformative power of art and culture and is committed to making our industries more inclusive, sustainable and collaborative.

THE ROLE

Responsible for providing expertise to both external and internal clients for all Sotheby’s client experience activity. The Client Experience Manager will serve as a crucial link to ensure that we not only deliver on our day-to-day activity in order to provide a premium client experience  but also meet our longer-term strategic objectives. Responsible for maintaining compliance with all regulatory bodies. The individual will be required to deliver change to improve efficiency, drive innovation and improve the client experience.

RESPONSIBLITIES 

Team Management, Coordination and Communication:

• Manage, motivate and lead the Client Experience Team in Cologne; Switzerland and Milan
• Rapid resolution to enquiries and issues with a preparedness to respond and answer client communication in support of the team.
• Provide mentorship and professional development for the junior members of the CX Team.
• Ensure the daily monitoring of SLAs to ensure we are meeting our CX Objectives (through Freshdesk / 8x8)
• Manage overall resources to balance workload / business needs with staffing and promote consistency within group.
• Work alongside the Head of Client Experience to ensure consistency of communication and service delivery to clients.

Process Management

• Ensure resources are allocated appropriately to provide optimum coverage and support to CX activity.
• Organization of training so team members remain competent in the delivery of their duties.
• Be prepared to dynamical support CX teams across EMEA and globally to ensure that we are effectively responding and managing activity as well as proactively forecasting potential windows of increased activity
• Conduct QA / QC of client communication to ensure that we are providing ‘best in class’ service to our clients. This will include monitoring and reviewing tickets and emails as well as phone calls.
• Ensure the implementation of all current KYC and Compliance processes.
• Understand regulatory considerations to ensure international exports are shipped in compliance with all laws.
• Identifying, planning and executing on opportunities to improve Sotheby’s Client Experience service. With particular focus on service level and associated cost.
• Awareness of any changes to rules and regulations (both internal and external). Ensuring that all relevant stakeholders are informed and processes updated accordingly where necessary.
• Participating in and providing documentation for Sotheby’s audits as required.

Vendor Management:

• Liaising with the Head of Shipping to provide feedback on shipper’s performance in regard to outbound shipments and in line with their KPI’s.
• Support vendor MBRs
• Communicating with shipping vendors and internal specialist departments to troubleshoot and rectify outbound shipping issues in a timely manner, ensuring that the client remains informed.

Outbound Shipping Support:

• When necessary support the shipping and associated logistics requirements for all outbound property; both domestic and international (including quote preparation and shipment arrangement in coordination with the shipper and buyer).

Accounts Receivable Support:

• Complete the Post Sale Billing and where necessary debt chasing for buyer payments associated to Cologne Sales (approximately 3 sales a year).

IDEAL EXPERIENCE & COMPETENCIES

• Minimum of 5 years of appropriate experience.
• Excellent Client Service Skills
• High level of initiative with effective time management skills.
• Strong management and leadership with the ability to motivate teams and work with senior levels of management.
• Good communication and interpersonal skills.
• Excellent organizational skills
• Decisive, flexible, versatile and innovative.
• Agility of mind, ability to plan, prioritize and multitask.
• Logical, structured, organized and disciplined.
• Able to work with complexity and ambiguity.

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The Company is an equal opportunity employer and considers all applicants for employment without regard to race (including, without limitation, traits historically associated with race, such as natural hair, hair texture, and protective and treated or untreated hairstyles), color, creed, religion, sex, sexual orientation, marital or civil partnership/union status, national origin, age, disability, pregnancy, genetic predisposition, genetic information, reproductive health decision, sexual orientation, gender identity or expression, alienage or citizenship status, domestic violence victim status, military or veteran status, or any other characteristic protected by federal, state/province or local law. The Company complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it operates.