Head of Client Service Operations, Asia at Sotheby’s

Hong Kong

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Art, Luxury Goods, AuctionsIndustries

Requirements

(Implied from responsibilities: Experience in strategic leadership, operations management, and client services in a luxury or art auction environment.)
(Implied: Strong team management and leadership skills, including coaching, performance appraisal, and talent development.)
(Implied: Knowledge of client service functions such as Pre-Sale Coordination, Bids, Post-Sale Services, and Shipping.)
(Implied: Financial acumen for budgeting, forecasting, and collaboration with Finance.)
(Implied: Understanding of compliance requirements including KYC, anti-money laundering, and anti-fraud controls.)
(Implied: Ability to drive process innovation, efficiency, and tool implementation.)

Responsibilities

Present clear strategic frameworks aligned with Global initiatives on client service goals with actionable plans and metrics for success
Lead transformation and change initiatives to improve overall client experience across the Asia region
Oversee day-to-day operations for client experience across multi-functions to drive team accountability
Work with Finance on budget and monthly forecast for OPEX
Collaborate with other regional Heads of Client Services Operations for Global consistency in processes
Lead, manage and motivate the Client Services Operations Division 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
Actively provide career development plans and retention of talent to ensure a robust pipeline of high potential employees
Work on the most efficient allocation of staff resources according to the sales calendar
Lead and oversee Client Services, Pre-Sale Coordination, Bids, Post Sale Services and Shipping functions to ensure alignment pertaining to consistent operational management of all Live and Online Auctions as well as Private sales, Salon sales and Selling Exhibitions
Ensure seamless coordination of all inbound and outbound property shipments and fulfilment
Close collaboration with Logistics and Registrars teams in providing the most efficient and economical fulfilment solutions for clients and maintaining a quick cycle of financial to inventory release from Sotheby’s authorised warehouses
Partnership with Finance on the collection of buyer payment and close monitoring on consignor payout timelines
Cooperation with Auctions, Private Sales and Salon Management teams in the integration of client and property journey at the Maison
Ensure compliance on best practice and legal requirements on KYC, anti-money laundering and anti-fraud controls
Oversee all daily front-of-house activity including reception counter at the Maison and client support during live auctions (i.e., account creation and paddle registration)
Lead internal tool tracking usage initiatives to measure best in class customer service
Proactively handle divisional escalations as well as client complaints and disputes in a consistent, timely and sensitive manner
Monitor processes and communicate improvements (incomplete in description)

Skills

Strategic Leadership

Operations Management

Client Services

Change Management

Process Improvement

Budget Management

Forecasting

Team Leadership

Cross-Functional Collaboration

Sotheby’s

Auction house for fine art

About Sotheby’s

Sotheby's is a global auction house that specializes in selling fine art, luxury items, and collectibles through live and online auctions, as well as private sales. The company provides online estimates to help sellers determine the value of their items, which is a key differentiator from competitors. Sotheby's holds auctions in major cities worldwide, attracting a diverse audience and ensuring a competitive market for high-end items. The goal is to connect buyers and sellers in the luxury market while offering a personalized and discreet experience.

New York City, New YorkHeadquarters

1744Year Founded

$4MTotal Funding

POST_IPO_EQUITYCompany Stage

Real Estate, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Paid Vacation

Paid Sick Leave

Paid Holidays

401(k) Company Match

Professional Development Budget

Risks

NFT market volatility poses financial risks for Sotheby's digital collectibles sales.

Recent staff layoffs indicate potential financial instability or auction performance downturn.

The $100 million Breuer building acquisition could strain financial resources if unprofitable.

Differentiation

Sotheby's offers both live and online auctions, catering to diverse client preferences.

The company provides private sales for clients seeking privacy and exclusivity in transactions.

Sotheby's expertise in valuing rare items attracts high-end collectors and investors.

Upsides

Sotheby's collaboration with The Luxury Group offers unique luxury auction experiences.

The acquisition of the Breuer building enhances Sotheby's brand and auction venue prestige.

Sotheby's acceptance of cryptocurrency payments attracts crypto-wealthy buyers.

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