AVP, Asia — Client Experience Leader

Sotheby's; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Sotheby’s seeks a senior leader to serve as Associate Vice President, Regional Head of Client Experience – Asia, building client experience into a durable competitive advantage across contact centers, in-person touchpoints, and digital channels. You will own how clients are supported, engaged, and retained from first contact through post‑sale support.

With a strong background in hospitality‑driven service models and digital journey optimization, you will translate elevated client expectations

Qualifications

• 8+ years leadership experience building and scaling client experience, customer operations, or service organizations within high‑expectation environments.
• Deep expertise in contact center operations, including multi‑channel service delivery and performance optimization at scale.
• Strong hospitality background with the ability to translate service excellence into structured, measurable operating models.
• Demonstrated success optimizing digital and online client journeys, including checkout and post‑transaction support.
• Proactive and self‑directed leader, able to make high level decision with high accountability.
• Data‑driven leadership approach, using metrics and client insight to guide decisions and prioritize improvement efforts.
• Proven ability to lead change through influence, aligning cross‑functional stakeholders around a shared service vision.
• Track record of developing managers who can effectively lead people while delivering strong operational performance.
• Clear, confident communicator with executive presence and the ability to drive accountability at all levels.
• Results‑oriented, resilient, and comfortable operating in fast‑paced, client‑facing environments.

Responsibilities

• Own client experience as a strategic differentiator for the region across channels.
• Lead end-to-end client journey design and execution in contact centers, in-person, and digital.
• Build a hospitality culture rooted in empathy and proactive problem solving.
• Translate service standards into measurable, scalable operating models.
• Lead and develop managers to sustain service excellence and growth.

Skills

Leadership in CX

Contact center ops

Hospitality-driven service

Digital journey optimization

Data-driven decisions

Change management

Executive stakeholder mgmt

Job description

Sotheby’s seeks a senior leader to serve as Associate Vice President, Regional Head of Client Experience – Asia, building client experience into a durable competitive advantage across contact centers, in-person touchpoints, and digital channels. You will own how clients are supported, engaged, and retained from first contact through post‑sale support.

With a strong background in hospitality‑driven service models and digital journey optimization, you will translate elevated client expectations