Client Experience Manager

United States Digital Space LLC; Paris; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Sotheby’s is seeking a Client Experience Manager to lead a global team and ensure a high-quality buyer experience from post-sale through delivery.

You will collaborate with Operations, Shipping, Finance, and Legal to standardize processes and manage peak sale coverage. Ideal candidates have a Bachelor's degree, 3–5 years in client service or operations, and strong Excel/SAP skills, with multilingual abilities a plus.

Qualifications

• Bachelor’s degree required.
• 3–5 years of client service, operations, logistics, or related field.
• Experience with high-net-worth or premium clients preferred.
• Proficiency in Excel; SAP or similar systems preferred.
• Willingness to work evenings or weekends during peak periods.
• Multilingual capabilities a plus.

Responsabilités

• Recruit, train, coach, and develop a high-performing team of Client Experience Coordinators.
• Set clear performance expectations, provide regular feedback, and manage performance outcomes.
• Ensure appropriate staffing, workload distribution, and coverage during peak sale periods and holidays.
• Own the end-to-end post-sale experience for buyers, from invoicing through final delivery.
• Proactively manage priority and high-value client cases, ensuring timely, accurate service.
• Act as a senior escalation point for complex client issues, resolving matters to completion.
• Partner with specialists and sales teams for post-sale readiness and smooth handoffs.
• Guide shipping strategy by determining appropriate shipping solutions based on value, destination, risk, cost, and client expectations.
• Manage and resolve shipping escalations, including carrier delays, damage claims, and service failures.
• Oversee export and international shipping documentation, ensuring accuracy and compliance for cross-border movement of property.
• Provide oversight of shipping quotes, property collections, and delivery coordination.
• Work closely with Shipping, Finance, Payments, Compliance, Legal, Tax, and regional Operations teams to resolve issues efficiently.
• Ensure continuity of the client journey through strong partnership with global Operations teams.
• Identify and lead continuous improvement initiatives that streamline workflows, reduce friction, and enhance client satisfaction.
• Contribute to broader operational and transformation initiatives aligned with Client Experience priorities.

Connaissances

Leadership

Communication

Problem-solving

Attention to detail

Formation

Bachelor's degree

Outils

Excel

SAP

Description du poste

ABOUT the company

Established in 1744, Sotheby’s promotes access and ownership of exceptional art and luxury objects through auctions, private sales and retail. Our deep expertise across 70 selling categories is supported by a leading technology platform and a global network of specialists spanning 40 countries. Selling categories 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 through RM Sotheby’s and Concierge. Sotheby’s Financial Services is a leading art lender and provides capital solutions for collectors around the world, having originated more than $12 billion in loans since its inception. Sotheby’s new global headquarters is now open at the iconic Breuer building at 945 Madison Avenue in New York City.

THE ROLE

The Client Experience Manager is responsible for core management, people and transformation priorities as well as maintaining oversight of the buyer experience responsibilities for their team. As part of the Service Operations management team, the Client Experience Manager will collaborate across Operations globally to ensure delivery of standardization of process and the day-to-day delivery of the operation to a high standard of quality.

RESPONSIBILITIES

People & Operational Leadership

• Recruit, train, coach, and develop a high-performing team of Client Experience Coordinators.
• Set clear performance expectations, provide regular feedback, and manage performance outcomes.
• Ensure appropriate staffing, workload distribution, and coverage during peak sale periods and holidays.
• Serve as a subject matter expert for post-sale workflows and service standards.

Client & Post-Sale Execution

• Own the end-to-end post-sale experience for buyers, from invoicing through final delivery.
• Proactively manage priority and high-value client cases, ensuring timely, accurate, and thoughtful service.
• Act as a senior escalation point for complex client issues, resolving matters through to completion.
• Partner with specialists and sales teams to ensure post-sale readiness and smooth client handoffs.

Shipping & Delivery Leadership

• Guide shipping strategy by determining the most appropriate shipping solutions based on value, destination, risk, cost, and client expectations.
• Manage and resolve shipping escalations, including carrier delays, damage claims, and service failures.
• Oversee export and international shipping documentation, ensuring accuracy and compliance for cross-border movement of property.
• Provide oversight of shipping quotes, property collections, and delivery coordination.

Cross-Functional Collaboration & Improvement

• Work closely with Shipping, Finance, Payments, Compliance, Legal, Tax, and regional Operations teams to resolve issues efficiently.
• Ensure continuity of the client journey through strong partnership with global Operations teams.
• Dedicate a portion of time to identifying and leading continuous improvement initiatives that streamline workflows, reduce friction, and enhance client satisfaction.
• Contribute to broader operational and transformation initiatives aligned with Client Experience priorities.

IDEAL EXPERIENCE & COMPETENCIES

• Bachelor’s degree required.
• 3–5 years of experience in client service, operations, logistics, or a related field.
• Experience supporting high-net-worth or premium clients strongly preferred.
• Demonstrated understanding of shipping, logistics, and post-sale operations.
• Strong leadership, communication, and problem-solving skills.
• Calm, professional demeanor with excellent judgment under pressure.
• High attention to detail and ability to manage multiple priorities.
• Proficiency in Excel; experience with SAP or similar systems preferred.
• Flexibility to work evenings or weekends during peak periods.
• Multilingual capabilities a plus.

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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.