Interim Head of Professional Services

Artlogic Media Limited; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working

Free eye test

Job summary

Artlogic Media Limited in London is seeking an experienced leader to head Professional Services, transforming migration and delivery processes while aligningpeople, governance and tools across Customer Success, Sales and Support. You will partner with senior leadership to ensure scalable, high-quality project delivery and increased commercial impact.

The role requires strong client-facing leadership, cross-functional collaboration and a pragmatic, incremental approach to change within a hybrid

Qualifications

• An experienced leader from a client-facing, project-based services environment.
• Experience delivering or managing client projects directly before progressing into a leadership or player-coach role would be advantageous.
• A strong people leader who can bring together established teams, build on existing expertise and coach and develop specialists and managers.

Responsibilities

• Lead the Professional Services function through transformation, bringing Migration Services and Design Studio together with clear priorities, ownership and ways of working.
• Assess and improve the Professional Services operating model, project journeys, processes, governance and tooling to drive consistency, efficiency and customer outcomes.
• Build on the expertise already within Professional Services, giving experienced specialists the clarity, autonomy and support to deliver high-quality outcomes.
• Use customer, project and operational data to identify trends, manage risks and opportunities and inform decision-making.
• Establish consistent management rhythms, including one-to-ones, performance reviews, coaching and team meetings.
• Lead the team through organisational change, creating clarity and momentum while encouraging collaboration, knowledge sharing and continuous improvement.

Skills

Leadership

Client-facing

Strategic thinking

Change management

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.