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Head of Client Service Operations Americas 
Head of Client Service Operations Americas 
Phillips
Post Date: 01 Feb 2024

JOB OVERVIEW

The Head of Client Service Operations, Americas, oversees all aspects of transactional client services in the Americas, with a particular focus on our New York sale site, including Client Services, Bids and Post-Sale Services. This role will be responsible for managing all members of these teams on the ground, as well playing a strategic role to identify and implement efficiencies and improvements. This role will also help the global development and maintenance of an industry leading client experience program where outstanding service becomes a source of strategic competitive advantage. Phillips values a workforce with a wide variety of experiences, backgrounds and skills, so we encourage you to apply even if you do not meet all of the qualifications.

Duties and Responsibilities

·        Oversee all aspects of Service Operations, developing analysis and strategies to continuously improve and ensure we are providing class-leading service to our clients, both external and internal.

·        Lead and have an in-depth understanding of Client Services, Bids and Post-Sale Services.

·        Work with specialist and other departments to understand their requirements and objectives and align these with the client facing experience.

·        Help develop, maintain and champion a leading client experience capability, ensuring that we pro-actively manage the client experience and continually seek areas for improvement. Be pro-active in identifying initiatives for change.

·        Oversee the relevant budgets and ensure we meet financial targets with strong financial discipline.

·        Stay up to date on developments in the industry and keep a close eye on competitor activity and initiatives.

·        Actively seek insights into client satisfaction and feedback as a source for continuous improvement.  

·        Build and manage a high performing team, be responsible for recruitment, hiring, and training of new employees.

·        Champion client service as a defining ethos in the organization, act as an ambassador identifying opportunities to infuse this into the company culture

Professional Skills and Experience

·        Bachelor’s degree or equivalent experience, required.

·        Auction House experience preferred.

·        5+ years of proven experience in managing teams, implementing projects, and supporting culture change.

·        Demonstrated ability to reflect the image and standards of Phillips and with an exceptional standard of service.

·        Excellent client-relations and presentation skills including confidence, tact and diplomacy.

·        Ability to work professionally and collaboratively with all areas within the business.

·        Demonstrated ability to pay close attention to service levels and attention to detail.

·        Excellent verbal and written presentation skills and ability to communicate effectively with a wide variety of people.

·        Excellent time management skills with the ability to work under pressure and prioritise to meet strict deadlines.

·        Fluent English is required; additional language skills are desirable.

·        Ability to work individually on own initiative as well as leading, motivating and managing a team.

Working Conditions

·        Work is primarily undertaken in our Park Avenue office and gallery.

·        May require local travel between gallery and warehouse locations.

·        Evening and weekend work as required.

Additional Info

·        The annual salary range for this position is $130,000-150,000.

Please submit your resume and cover letter to [email protected]. Please use the subject header “Head of Client Service Operations, Americas”. Please be advised: due to the high volume of applicants, we are only able to contact those candidates whose skills and backgrounds best fit the needs of the open position.

JOB DETAILS

Location
New York, USA

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