SVP, Global Head of Client Experience

SVP, Global Head Of Client Experience

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 global head of client experience will be responsible for defining, implementing, and leading Sotheby's worldwide customer experience strategy. This leader will ensure that every client interaction reflects Sotheby's commitment to excellence, discretion, and trust. This leader will own the client experience strategy with a particular focus on the moments after purchaseshipment, delivery, communications, and service resolution. They will unify our client experience across global regions, elevate service standards to reflect Sotheby's positioning, and ensure that every handoff is seamless, proactive, and reflective of the highest standards of care.

The ideal leader will oversee both our offsite contact center partnership and regional heads of post-sale / client experience, partnering closely with global shipping, operations, product & development, and marketing to build the workflows, tools, and culture that enable a faster, smoother, more transparent journey for our clients. This role requires a leader obsessed with service excellence and backend process optimization, who can marry operational rigor with luxury-level client care.

Responsibilities

• Define and lead Sotheby's global client experience strategy, with a sharp focus on the post-sale journeypayment, shipping, delivery, proactive messaging, and issue resolution.
• Establish and embed a "client-first" vision that balances operational efficiency with white-glove service, positioning Sotheby's as the industry benchmark in customer care.
• Partner with senior leadership across shipping, operations, product, and marketing to unify efforts and deliver a consistent, world-class client experience.
• Create and own global KPIs, scorecards, and client satisfaction metrics to measure impact, drive accountability, and continuously raise the standard.

Client Engagement & Service Excellence

Global Operations & Process Optimization

Leadership & Team Development

Ideal Experience & Competencies

The proposed base salary for this position ranges from $190,000 to $240,000. 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.

The company is an equal opportunity employer and considers all applicants for employment without regard to race, 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 or local law. The company complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it operates.