Interim Head of Professional Services

Artlogic; Greater London; Hybrid; GBP 90,000 - 150,000; Full time

Benefits offered by this job

Flexibleworking

Freeeyetest

Job summary

Artlogic, a London-based technology platform for the art world, is seeking a senior leader to transform and scale its Professional Services. You will lead Migration Services and Design Studio, align with Sales and Customer Success, and drive consistent delivery and value across complex projects.

Joining Artlogic means guiding a global, growth-focused team through strategic migrations to ArtCloud, establishing clear ownership, governance and scalable processes while delivering high-quality

Qualifications

• Seasoned leader in client-facing, project-based services environments.
• Experience guiding large-scale transformation within Professional Services.
• Strong ability to align Sales, Customer Success and Delivery teams.

Responsibilities

• Lead Professional Services transformation and align Migration Services with Design Studio.
• Improve operating model, project journeys and governance for consistency and outcomes.
• Strengthen customer journeys from sale through delivery and handover.
• Manage senior escalations and balance customer and commercial needs.
• Drive cross-functional collaboration across Customer Success, Sales, Support, Product and Engineering.

Skills

People leadership

Client projects

Cross-functional collaboration

Strategy to action

Job description

WorksWith:CustomerSuccess,Support,Sales,ProductandEngineeringteams

Manages:

Hours:37.5pw(9.30am–6pmMondaytoFriday)

Term:Interim

Location:London

Aboutus

Artlogicisaleadingtechnologyplatformfortheartworld.Foundedin1989,Artlogicempowersover6,000galleries,dealers,andartprofessionalsworldwidetostreamlinetheiroperationsandgrowtheirbusinesses.Thecompany’sintegratedplatformcombinesinventorymanagement,CRM,websites,sales,marketing,andpaymenttools,everythingneededtorunamodernandsuccessfulartbusiness.

In2021,ArtlogicwasacquiredbytechinvestorsCoveHillPartnerstoaccelerateinnovationandexpanditsglobalreach.Sincethen,thecompanyhasdoubledinsize,withemployeesacrossLondon,NewYork,Atlanta,andCapeTown.

Today,ArtlogicisenteringanexcitingnewchapterthroughitsmergerwithArtCloud,anotherindustryleaderinarttechnology.Together,thetwocompaniesareunitingcomplementaryplatformstobuildthemostcomprehensive,forward-thinkingsolutionfortheartworld.ThiscollaborationbringstogetherdeepexpertiseacrossCRM,sales,marketing,inventory,payments,andAI-poweredtools,empoweringgalleries,artists,andcollectorsworldwide.

JoiningArtlogicmeansbecomingpartofagrowingglobalteamthatisshapingthefutureofhowartisbought,sold,andmanaged,bothonlineandinperson.

Abouttherole

WorkingcloselywiththeVPofCustomersandwiderleadershipteam,youwillassessthecurrentProfessionalServicesfunctionandimplementpracticalimprovementsacrosspeople,processes,customerjourneys,projectdelivery,toolingandwaysofworking.YouwillbuildonthedeepexpertisealreadywithinMigrationServicesandDesignStudiowhilecreatinggreateralignment,accountabilityandconsistencyacrossthefunction.

ProfessionalServicesplaysanimportantroleinsomeofthemostsignificantmomentsinacustomer'srelationshipwithArtlogic.Whethermigratingyearsofbusiness-criticaldata,deliveringanewwebsiteorsupportingacustomerthroughcomplexchange,youwillensurecustomersreceiveathoughtful,seamlessandconsistentlyhigh-qualityexperiencefromsalethroughdeliveryandhandover.

YouwillalsostrengthenthecommercialcontributionofProfessionalServices,partneringcloselywithSalesandCustomerSuccesstoensureprojectsarescopedanddeliveredsustainably,customerrisksareidentifiedearlyandopportunitiestocreateadditionalvaluearerecognisedandactedupon.

KeyResponsibilities

LeadingProfessionalServices

• LeadtheProfessionalServicesfunctionthroughtransformation,bringingMigrationServicesandDesignStudiotogetherwithclearpriorities,ownershipandwaysofworking.
• AssessandimprovetheProfessionalServicesoperatingmodel,projectjourneys,processes,governanceandtoolingtodriveconsistency,efficiencyandcustomeroutcomes.
• BuildontheexpertisealreadywithinProfessionalServices,givingexperiencedspecialiststheclarity,autonomyandsupporttodeliverhigh-qualityoutcomes.
• Usecustomer,projectandoperationaldatatoidentifytrends,managerisksandopportunitiesandinformdecision-making.
• Establishconsistentmanagementrhythms,includingone-to-ones,performancereviews,coachingandteammeetings.
• Leadtheteamthroughorganisationalchange,creatingclarityandmomentumwhileencouragingcollaboration,knowledgesharingandcontinuousimprovement.

CustomerExperience&ProjectDelivery

• Owntheend-to-endProfessionalServicescustomerexperience,ensuringprojectsaredeliveredtoaconsistentlyhighstandard,withinagreedscopeandtimelines.
• Strengthenthecustomerjourneyfromsalethroughdeliveryandhandover,establishingclearownershipandseamlesstransitionsbetweenSales,ProfessionalServicesandCustomerSuccess.
• Actasaseniorescalationpointforcomplexorsensitivecustomersituations,balancingcustomeroutcomeswithcommercialandoperationalconsiderations.
• EnsurecustomerrisksaresurfacedearlyandmanagedeffectivelywithCustomerSuccessandotherrelevantteams.
• Resolverecurringoperationalandcustomerchallengesatrootcause,embeddingsustainableimprovements.

ProfessionalServicesOperations&Transformation

• AssessandoptimiseProfessionalServicesoperations,includingprojectprocesses,customerjourneys,tooling,automationandoperationalefficiency.

CommercialImpactofProfessionalServices

• DevelopProfessionalServicesasaneffectivepartnertoSales,CustomerSuccessandthewiderCustomerorganisation,contributingtoretentionandlong-termcustomervalue.
• PartnerwithSalesoncomplexservicerequirements,projectscoping,pricinganddiscountrequests,balancingcustomerneedswithsustainabledelivery.
• IdentifyopportunitiesforProfessionalServicestosolveadditionalcustomerproblems,deepenrelationshipsandcreatevaluebeyondindividualprojects.

StrategicMigrations&ArtCloud

• LeadandprovidesenioroversightofstrategicProfessionalServicesinitiativesthatimprovecustomerexperience,effectivenessandscalability.
• OwntheProfessionalServicescontributiontoprogrammessupportingandacceleratingcustomermigrationstoArtCloud,ensuringclearpriorities,ownership,governanceanddelivery.
• Developmigrationapproaches,customercohorts,sequencingandtimelineswithkeystakeholdersacrossthebusiness.
• Maintainoversightofprogrammeprogress,dependencies,risksandissues,ensuringappropriateactionistaken.
• Ownseniorcustomerescalationsrelatingtostrategicmigrationprogrammesanddriveissuesthroughtoresolution.
• Leadrelevanttesting,pricing,processandcross-functionalinitiativesrequiredtodeliverArtlogic'smigrationstrategy.

Cross-FunctionalLeadership

• BuildstrongworkingrelationshipsacrossCustomerSuccess,Sales,Support,ProductandEngineeringtocreateaunifiedcustomerexperience.
• Establishclearownership,handoversandwaysofworkingbetweenProfessionalServicesandteamsacrossthecustomerlifecycle.
• Createeffectivecustomerandteamfeedbackloopsthatinformproductdevelopmentandoperationalimprovements.
• Identifyandremovecross-functionalblockersaffectingcustomeroutcomes,bringingtogethertherightstakeholderstodriveresolution.
• SupportexecutivereportingthroughclearanalysisandrecommendationsonProfessionalServicespriorities,risksandopportunities.

AboutYou

• Anexperiencedleaderfromaclient-facing,project-basedservicesenvironment,ideallywithinacreativeagency,designstudio,digitalbusinessorsimilarenvironment.
• Experiencedeliveringormanagingclientprojectsdirectlybeforeprogressingintoaleadershiporplayer-coachrolewouldbeadvantageous.
• Astrongpeopleleaderwhocanbringtogetherestablishedteams,buildonexistingexpertiseandcoachanddevelopspecialistsandmanagers.
• Abletoquicklyunderstandanexistingfunction,identifyopportunitiesforimprovementandturnstrategyintopracticalaction.
• Experiencedevelopingscalableprojectdeliveryprocesses,governanceandwaysofworking,includingcapacityplanning,resourceallocationandprioritisation.
• Strongcustomerjudgementandconfidencemanagingcomplexorsensitiveescalationswhilebalancingcustomerneedswithcommercialandoperationalrealities.
• Commerciallyandanalyticallyminded,comfortableusingcustomer,projectandoperationaldatatoidentifyriskandmakeinformeddecisions.
• Experiencedworkingcross-functionallywithSales,CustomerSuccess,Support,ProductandEngineering.
• Comfortablebalancingstrategicleadershipwithhands-ondeliveryandoperatingeffectivelythroughchangeandambiguity.
• Acustomer-first,pragmaticapproach,withafocusonleavingbehindstrongerteamsandsustainablewaysofworking.

Whatweoffer

• Flexibleworking
• Freeeyetest

Artlogicisanequalopportunitiesemployer.Wearecommittedtofairandinclusiverecruitmentandemploymentpractices.Wewelcomeapplicationsfromallsuitablyqualifiedcandidates.

Wearecommittedtomakingreasonableadjustmentsfordisabledapplicantsandemployees.Ifyouhaveadisabilityandwouldlikeustomakeadjustmentstotheapplicationorinterviewprocess,ortodiscussanyadjustmentstotherole,pleaseletusknow.

PleasenotethatthispositionisUK-basedandinvolveshybridworkingwithattendanceatourLondonofficeforaminimumof2dayseachweek,tosupporteffectivecollaborationandengagement.