Head of Client Experience Luxury

4 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Sotheby's Full time

We are seeking a highly experienced and motivated individual to lead our Client Experience Luxury team. 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:

  • 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.

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