Head of Seller Experience & Private Sales, Client Service Operations

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

Established in 1744, Sotheby’s is the world’s largest, most trusted and dynamic marketplace for art and luxury. We empower our international community of collectors and connoisseurs to discover, acquire, finance and consign fine art and rare objects. Our reputation for trust and authenticity is backed by our unparalleled global network of specialists spanning 40 countries and 50 categories, which include Contemporary Art including NFTs, Modern and Impressionist Art, Old Masters, Chinese Works of Art, jewelry, watches, wine and spirits, and interiors, among many others. Guided by our forward-thinking spirit of innovation, we host over 600 auctions annually and offer a cross-category selection of items available for immediate purchase via both digital and physical shopping experiences as well as private sales

The Head of Seller Experience & Pvt Sales will be a champion for their team within the wider business whilst also playing a critical role in ensuring the highest level of client experience is achieved. This role will operate as part of the global Service Operations community where a culture of continuous improvement, innovation and standardization is practiced and promoted at all levels of management. He / She will oversee a team of Pre-Sale Managers and Coordinators in support of the Seller experience as well as a team of Private Sale Coordinators (with responsibility for the pre-sale and post-sale tasks as part of the Private Sale journey). The role will need to drive forward efficiencies and promote consistency by ensuring adherence to best practice (including taking part in the daily tasks of the team as required). The role requires a strong client service focus, as well as an ability to provide guidance to team members, internal and external stakeholders as well as global clients across both the Auction Seller journey and private sale.

As such the Head of Seller Experience & Pvt Sales will play a crucial role in ensuring that pre- sale personnel are operating in collaboration and alignment with one another as well as their counterparts in post-sale (in close collaboration with the Head of Buyer Experience and Shipping). In doing so this will achieve maximum efficiency within the lot journey and ensure optimum satisfaction from both the client and the department.

To ensure coordination of the pre-sale and Pvt Sale resources it will be critical that the Head of Seller Experience & Pvt Sales has a detailed knowledge of both the seller experience via Pre-sales processes:

Pre-Sale: Pre sale coordinators and Managers are in charge of seller’s contract and all administrative checks prior to a sale as well as collaborate with the Inbound Shipping team to facilitate the shipment of the properties to the sale location with short deadlines. They deal with properties and sellers across the world and have knowledge of basic shipping services, of cultural limitations and tax/legal environment of sales of luxury and art goods. The pre-sale coordinators are often the main point of contact in a department and the main keeper of deadlines for a group of 5-20 people.

Private Sale: Private sale Coordinators manage both seller and buyer aspects of private sale transactions, including client due diligence, drafting contracts (often with Legal), assembling of the Private Sale Pack, and processing sales on SAP for Fine Art departments and high value deals. Although the majority of sales are from Fine Art, they actively collaborate with and support all departments. This team also handles outbound shipping, provides ad hoc support for local inbound shipments, and manages RTCs to ensure seamless transaction coverage. With expertise in shipping, cultural considerations, and the tax/legal frameworks of private sales, especially across EMEA, they assist transactions in offline locations and train less experienced regional offices also.

Support will be expected from management  is needed to help them with client  and business relationships (escalation of issues); workloads and respect of deadlines as well as guidance to overcome administrative /IT numerous obstacles. This role will manage overall sale resources for the Pre-Sale and Private Sales. The role will also oversee all sale administration process and systems, driving forward efficiencies and promoting consistency by ensuring adherence to best practice. The responsibilities of this position include but are not limited to the following activities:

RESPONSIBLITIES

Leadership:

• Set and deliver priorities for Client Service Operations team in London taking into account global Operations and Service Operations strategy and enterprise level projects, leveraging counterparts in other London based pods as well as geographic locations to drive consistency and best practice
•  Help co-ordinate Seller Experience high level queries and with other sale locations promote efficiency and consistency across global sale rooms.
• Work in partnership with Pre-Sale Managers to manage overall seller experience resource to balance workload/business needs with staffing and promote consistency within group.
•  Partner with Managers to recruit, coach and train the team.
•  Run weekly regular meetings with team to identify required actions & departmental issues.
•  Represent and communicate on behalf of the Pre-sale and Pvt Sale Teams with both the  associated departments as well as other areas of the business (Risk Management, Operations, Finance, Legal, Compliance, Valuations) to ensure efficiency in shared procedures.
•  Advise on Client Service Operations structure where necessary to ensure best practice is followed and escalation/cascade is clearly defined.
• Work with Service Operations partners at all levels, both regionally and globally to ensure processes are consistent throughout.
• Drive efficiencies by identifying and implementing changes to processes and promoting best practice to improve client service where possible.
•  Implement applicable company directives and policies, ensuring information is communicated to all relevant areas.
•  Manage client escalations, resolving and managing complaints as and when required.
•  Actively promote the Seller Experience Department within the wider business.
•  Take ownership of high profile or complex accounts where required and work with the relevant teams, Expert Departments, Legal etc.
•  Provide timely approvals in line with Corporate Governance and business requirements.
•    Partner with European teams to ensure consistent delivery of Seller Experience and find opportunities for continuous improvement
•  Manage/Monitor concessions for the Seller Experience Department.
• Work with 3 rd party support teams to ensure correct procedures and policies are in place and updated where required. Also ensuring SLA’s are set and are being met.
•  Own and manage central data sources e.g. intranet, forms.
•  Collate documents required for audit, respond to findings, and implement remedies.
•  In partnership with Learning and Development and relevant support departments, manage new starter, on-going training and development program for the Seller Experience team.
•  Coordinate testing change management and help with communications.
•  Contribute to initiatives and projects in line with company strategy.
• Work closely with the Pre-sale Managers to oversee Marquee sale deadlines, ensuring deliverables are completed on time, especially for exhibition opening and sale day.
• Proactively support Aged Inventory initiatives, collaborating with the GM/SD and Pre-sale Coordinators to efficiently resolve affected items.

Vendor management:

• Vendor Management – Collaborate with other parts of Service Operations where vendor relationships are shared e.g. Inbound Shipping.
• Partner with Specialists to oversee vendor relationships integral to the Pre-sale process, including Authentication, Restoration, Conservation and Framing.

Man Management, Recruitment & Support

• Manage overall resources of the and balance workload with staffing across the business, including single owner sales and project management of complex mixed consignments.
• Ensure there is adequate Coordinator cover to the departments at all times and of their respect of short deadlines and accommodation of last minute requests.
• Ensure departments are meeting their own deadlines to ensure coordinators can do the work efficiently.
• Solve any conflict – with the assistance of the Director of Service Operations if needed - recurring issues due to departments non-respect of SLAs or inefficiencies of the coordinator.
• Partner with Coordinators to develop their independence and self-sufficiency and champion their professional development. Identify and map talent and ensure career progression.
• Set goals and conduct annual performance reviews as required.
• Recruit Managers and Coordinators for roles as required and plan temporary resources as and if needed.

Coordination and communication

• Represent and communicate on behalf of the Seller Experience & Pvt Sales team with other areas of the business (other areas of Service Operations, Risk Management, Operations, Finance, Legal, Compliance, Valuations) to ensure efficiency in shared procedures.
• Run regular meetings with team to help prioritize, identify any departmental issues and identify required actions and cross team support.

Managing/Mitigating Reputational Risks

• Support Managers and Coordinators with questions regarding non-standard agreements and terms and other complex issues as they arise.
• Advise on CG sign off as required.

Policy and Process

• Act as a central point of contact for all queries.
• Keep up to date with Compliance regulations, update the coordinators and ensure they follow the correct guidelines
• Drive efficiencies by identifying and implementing improvements to administrative process and promoting best practice to improve client service where possible.
• Implement applicable company directives and policies, ensuring information is communicated to all relevant areas.
• Contact point for sale administration process with other offices to promote efficiency and consistency across global sale rooms.
• Collate documents required for audit, respond to findings, and implement remedies.

Training

• In partnership with Learning and Development and relevant support departments, manage new starter administrative training programmes.
• In partnership with Learning and Development and relevant support departments, create and manage on-going training and development programmes for Coordinators.
• Plan and coordinate Pre-sale specific training schedules, including annual refreshers on private sales, complex terms, guarantees, and irrevocable bids.

IT

• Identify and prioritise global administrative requirements, write and submit specifications.
• Coordinate testing and change management and help with communications.

Company Initiatives and Projects

• Contribute to initiatives and projects in line with company strategy.
• Work constantly with other stakeholders in Service Operations to improve processes and improve client experience.

Measures of Success:

• Meeting of deadlines.
• Proper and timely handover to Finance for Payment instructions and Non-standard terms.
• Responsiveness of teams.
• Tight follow-up and supervision of vendors.
• Satisfaction of sellers throughout their administrative journey.
• Satisfaction of RM, Chairmen and Priority clients of the division.
• Satisfaction of department members on level of administrative support.
• Lack of administrative errors at all levels.
• Progression of careers within the team and increased level of expertise across Client Experience team members.
• Respect of Temp budgets and reduction of overtime.

IDEAL EXPERIENCE & COMPETENCIES

• Degree holder with at least 8/10+ years’ experience in a related field
• Management and leadership skills with a team subject to deadline pressures and high tempo activity
• Excellent written and verbal communication skills and a demonstrable ability to work directly with clients
• IT literate, familiar with financial databases and be able to learn and understand new systems quickly
• Team player who brings enthusiasm and energy to the task at hand
• A flexible approach - both in exploring new methods and approaches where appropriate and to the support of late running sales, covering short term absences within the department and off-site sales
• Able to prioritize workload and solve problems independently
• Resilience and ability to deal with challenges whilst taking a proactive and flexible approach to ensure exceptional standards of service are maintained at all times
• Strong organisational skills and the ability to delegate effectively
• Ability to work with and influence stakeholders at all levels

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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.