Head of bids and client services, europe

Fondée en 1744, Sotheby's est le leader mondial de la vente aux enchères dans les domaines de l'art et du luxe. Synonyme d'innovation, Sotheby's favorise l'accès, la connaissance et la préservation des œuvres d'art et des objets rares par le biais de ventes aux enchères, de ventes privées et de points de vente. Notre marché international s'appuie sur un réseau de spécialistes répartis dans 40 pays et couvrant 50 catégories telles que l'art contemporain, l'art moderne et impressionniste, les tableaux anciens, les arts d’Asie, les bijoux, les montres, les vins et spiritueux et le design, entre autres. THE ROLE The Head of Bids and Client Services is in charge of teams who are the first contact for clients, visitors and callers at Sotheby’s Europe. As a strategic manager, the Head of Bids and Client Services fosters a culture of client satisfaction while balancing the needs of the business. He/she is expected to represent Sotheby’s values and the identity of the company, develop and maintain customer relations through outstanding client service in accordance with Sotheby’s Client Service guidelines and Compliance Policy. Able to answer all types of general client queries or connect clients to the correct department in a swift and efficient manner. The Head of Bids and Client Services is responsible for setting and delivering priorities for Bids and Client Services taking into account global Service Operations strategies. The role requires a strong client service focus, as well as an ability to provide guidance to team members, manage internal and external stakeholders, key partners and clients across the sale journey. The Head of Bids and Client Services will play a critical role in the integration of new innovations and processes as part of a move to fully digitized operations, As such he / she will be responsible for identifying and implementing tools and processes designed to increase efficiency. He/ She should have a passionate approach with a desire to exceed client needs and expectations whilst promoting a highly professional and positive image for Sotheby's. The Head of Bids and Client Services will be responsible for the management of the following areas: Management, Recruitment & Support Manage overall resources of a team of 6/10 people and balance workload with staffing across the business and sales calendar. Communication of the company and Service Operations strategy and setting goals for excellence Ensure departments are meeting their own deadlines to ensure Bids and Client Services team can conduct work efficiently and support sales and events calendar in an optimum fashion. Solve any conflict – with the assistance of the Service Operations head if needed - from frictions within Service Operations or departments. Partner with Bids and Client Services representatives to develop their independence and self-sufficiency and champion their professional development. Ensure career progression. Set goals and conduct annual performance reviews as required. Recruit for roles as required and plan temporary resources as and if needed. Reception : Management of the teams responsible for the day-to-day running of the Front desk Client Service. Auction Room services : The position is also responsible for all the Auction Room Services generally designated as Registration and Bids which provides assistance to clients wishing to bid in person, on phone and online in Sotheby’s auctions as well as assistance to auctioneers and any related training. The role covers the sales in France and also provides support for sales across Europe. The role should work with other heads of clients and bids based in Geneva and London to help each other during busy periods and also cover organization of sales in smaller centers such as Abu Dhabi and Riyadh and any off-site as and when needed. This role will be responsible for managing and motivating a team of 6-10 employees composed of colleagues and casuals working at a fast pace and under pressure. RESPONSIBLITIES Helps plan the sales calendar in Paris and Europe in close collaboration with the Head of Regional Logistics Mainland Europe Resource planning through recruitment, training and management of casual workers on business procedures, compliance and initiatives to ensure they always meet the required standards. Schedule casual workers to ensure the needs of the business are met in a demanding and changing environment and according to the Sale and event calendars Welcome visitors to the reception and provide general information on Sotheby' s activities Deal with all enquiries and refer clients to relevant staff members Working closely with Post Sale, Shipping and Pre-sale teams to ensure consistency in the group's communications with clients. The role must also ensure that the Paddle Registration process runs smoothly, that over the counter property is accurately receipted and an excellent standard of client service and presentation is demonstrated by the front of house team. Provide the highest level of service throughout the bidding process Conduct department Interest meetings before the sales Register clients for bidding in sales via any type of channel, online, room, phone Create client accounts with the highest care and according to the latest standards of the new Client system guideline Vetting of clients (ID and AML checks as well as financial checks) in collaboration with post sale coordinators and business management if needed Ensure that Sotheby's Compliance guidelines and the Live Auction Rules are adhered to Prepare the Auctioneer's book, clerk and support the auctioneer throughout sales Operate the BIDnow application (Live Online Bidding). Integration and implementation of specific responsibilities and functionalities that are currently sat with Digital Operations. Respect and train the team to Compliance checking and KYC guidelines Train phone bidders, auctioneers and sales clerks Responsible for assisting FR clients who wish to participate in worldwide sales: creating new Accounts, setting Absentee or Telephone bids, bidding online Organize sales for other Mainland Europe offices. Other tasks & initiatives: Work with the IT & Product team and any relevant third parties in respect of BIDnow, any new Live Online bidding tool, the "paperless salesroom" and any other technology-based initiatives affecting the Bids department. Help with the implementation of new procedures in accordance with company strategy Travel to other Sotheby’s locations as and when required to assist other Bids departments if schedule permits Liaise with the following departments to ensure excellent levels of service at all client touch points : Marketing and Events teams Facilities and workplace Managers Gallery Manager Security Manager Client experience teams Frequent communication with the below departments : Bids Auction Operations Telephone Bids Special Events Property and Facilities Security Client experience team Accounts receivable team Disaster recovery : Ensure departmental disaster recovery procedures are in place and kept up to date IDEAL EXPERIENCE & COMPETENCIES Talent Mapping of individuals within Clients Services and Bids team to allow personal development and retention Ability to implement strategic change Ability to manage and lead a team Ability to treat escalation from clients, Chairmen and VIPs Excellent communication (written and spoken) and interpersonal skills. High level of computer literacy, experience with SAP and freshdesk a plus. Enthusiastic, energetic however calm under pressure, with a pragmatic approach. Committed, reliable and solution finder. Detail orientated and excellent organization/prioritization and leadership skills. Ability to work to strict deadlines. Knowledge of auction industry; its culture and services is preferred. French and English speaker, ideally with another language knowledge. Well-presented, articulate, friendly, and welcoming disposition. Good numeracy skills. Have a flexible approach to work with the ability to multitask. Able to work evenings and weekend events when required. Measures of success Cross-skills of the team to be able to accommodate peak times Satisfaction of sales department on smooth running of sales No error in bidding processes and in registering clients Track record of setting clear objectives and conducting performance and probationary period reviews Performing team able to progress and career develop As a budget holder, adherence to forecasted departmental budget Involvement in company-wide initiatives and committees Limited client complaints Sotheby’s applique à tous ses recrutements un principe d'égalité des chances et considère tous les candidats à un emploi sans discrimination conformément aux dispositions du Code du Travail et aux valeurs de l’entreprise.