ABOUT SOTHEBY'S
Established in 1744, Sotheby’s is the world’s premier destination for art and luxury. Synonymous with innovation, Sotheby’s promotes access, connoisseurship and preservation of fine art and rare objects through auctions, private sales and retail locations. Our trusted global marketplace is supported by a network of specialists spanning 40 countries and 50 categories, which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Interiors, among many others.
THE ROLE
The Director of Client Service Operations is responsible for ensuring Sotheby’s clients receive exceptional and consistent service throughout the operational journey at Sotheby’s. This position oversees Pre-Sale administration, Client Services, Bids, Post Sale Services and Shipping functions. Through strategic leadership, the Director of Service Operations fosters a culture of client satisfaction while balancing the needs of the business. This position is also responsible for identifying and implementing tools and processes designed to increase administrative efficiency within Client Service Operations. The company’s intention is to hire internally for this role
RESPONSIBILITIES
Team Management
- Lead, manage and motivate the Client Services Operations teams to provide exceptional performance to internal and external clients.
- Influence and improve team performance and results by showing influential and impactful leadership skills, promoting team ethics, coaching, and counseling members of the team alongside planning, monitoring, and appraising direct reports.
- Proactive attraction, development, and retention of talent to ensure robust pipeline of high potential employees.
- Work with the team on most efficient allocation of staff resources according to sale calendar.
- Work with other Directors of Client Services Operations on global support.
Exceptional Client Service
- Leadership and oversight of Pre-Sale administration, Client Services, Bids, Post Sale Services and Shipping teams to ensure collaboration and alignment as it pertains to:
- All daily front-of-house activity including lobby reception and client support on auction rooms (i.e., account creation, paddle registration, etc.).
- Seamless administration and execution of all live and online auctions, as well as Private Sales.
- Seamless coordination of all inbound property shipments and traveling exhibitions.
- Timely collection of buyer payments and arrangement of outbound shipments.
- Flawless execution of Evening Sale client experience (i.e., client financial vetting, paddle registration, administration of auction and buyer communications).
- Proactive handling of client escalations in a consistent, timely and sensitive manner.
- Lead internal tool tracking usage initiatives to measure best in class customer service.
Financial reporting
- Work with Finance on budget and monthly forecast for Opex.
- Prepare and present in monthly Credit calls (Overdue debt review).
Processes and Innovation
- Monitor processes and ensure they are in line with objectives and with the various systems deployed to improve the customer experience.
- Make sure training and information documentation is always kept up to date and available for the team.
- Work with other Directors of Client Services Operations to ensure global alignment of processes and ways of working.
- Actively participate in discovery, testings and implementation work led by P&T team.
- Ensure systems are fully utilized and compatible with organizational design and objectives and communicate feedback from the team to P&T team, propose improvements to systems when necessary and lead changes.
Main contact for internal and external stakeholders
Internal
- To be an ambassador of the Service Operations function across the organization.
- Building constructive communication with key business stakeholders such as client facing departments and Commercial office to relay new initiatives/changes to the Service Operation teams and to the clients, as well new P&T initiatives changes to the business.
- In coordination with Risk Management, work on vendors’ audit and approvals.
- Responsible for the oversight and compliance of any government regulatory requirements related to the Service Operations function.
External
- Lead on fostering strong working relationships with vendors (Shipping and Front Desk) to ensure competitive contracts with favorable rates and services.
- Supervision of the Intelcia French team, including daily support, recruiting, and coordination of FR specific training.
- Referent for audit on internal processes related to Client Services Operations (Deloitte).
- Main contact for French Customs administration for shipping related matters (includes escalation, various necessary customs authorizations, ad hoc high-level requests).
IDEAL EXPERIENCE & COMPETENCIES
- 10+ years of relevant experience leading a client service or customer care organization,
- Passion for delivering exceptional client service and extensive experience in a client service driven industry.
- Experience leading through change management exercises.
- Proven track record of managing and motivating a large team.
- Excellent communication and interpersonal skills.
- Knowledge of art market clientele a plus.
- Sound understanding of SAP and Sotheby’s systems is extremely desirable.
- Proven track record in managing budgets and meeting financial targets.
- Discernable problem-solving skills and an aptitude to excel in a fast-paced client focused and deadline driven environment.
- French Language proficiency is a must.
To view our Candidate Privacy Notice for the US, please click here.
To view our Candidate Privacy Notice for the UK, Hong Kong, France and Switzerland, please click here.
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.
