Client Experience Manager

ABOUT SOTHEBY'S

Established in 1744, Sotheby’s is the world’s premier destination for art and luxury. Sotheby’s promotes access to and ownership of exceptional art and luxury objects through auctions and buy-now channels including private sales, e-commerce and retail. Our trusted global marketplace is supported by an industry-leading technology platform and a network of specialists spanning 40 countries and 70 categories which 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. Sotheby’s believes in the transformative power of art and culture and is committed to making our industries more inclusive, sustainable and collaborative.

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.

The proposed base salary for this position ranges from $70,000-$80,000. In addition to base salary successful candidates are eligible to receive a discretionary bonus, as well as a competitive benefits package. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.

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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.