SVP, Global Head of Client Experience
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 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 purchase—shipment, 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 journey—payment, 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
- Elevate the end-to-end client journey with seamless, transparent, and proactive communications that reflect Sotheby’s luxury ethos. Design and enforce best practices for service recovery, issue escalation, and resolution that exceed client expectations and build loyalty.
- Implement proactive client communication strategies, including real-time delivery updates and personalized touchpoints, to reduce friction and increase satisfaction.
- Partner with Digital and Product teams to enhance platforms with tools that increase transparency, speed, and personalization across channels.
Global Operations & Process Optimization
- Standardize client-facing processes globally while enabling regional flexibility to serve local client needs.
- Oversee the integration of offsite contact center operations with regional Sotheby’s teams, ensuring consistency and quality.
- Re-engineer workflows and handoffs behind the scenes—across shipping, operations, and service—to deliver faster resolution, minimize friction, and reduce client effort.
- Leverage technology and data to simplify processes, anticipate client needs, and improve overall efficiency.
Leadership & Team Development
- Lead and develop a high-performing global Client Experience team, including both contact center leadership and regional client experience heads.
- Inspire a culture of accountability, innovation, and luxury service within all client-facing functions.
- Partner with HR to design training and development programs that instill Sotheby’s service values and continuously raise the bar for client interactions.
- Serve as the global champion for client experience, advocating for the client voice across all internal forums and decision-making processes.
IDEAL EXPERIENCE & COMPETENCIES
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- 12+ years in client experience, operations, or customer success leadership, ideally within luxury, high-touch service, or global businesses.
- Proven track record of transforming complex customer journeys into seamless, differentiated experiences. Strong operator who is equally adept at setting vision and reengineering workflows to deliver measurable improvements.
- Experienced in managing both internal teams and outsourced/global contact center partners.
- Exceptional communicator and collaborator, skilled at uniting cross-functional leaders around a shared vision.
- Deep passion for luxury service, client advocacy, and operational excellence.
- Strong expertise in client feedback systems, KPIs, and experience management technologies (CRM, digital service tools, etc.).
- Exceptional leadership, change management, and communication skills.
The proposed base salary for this position ranges from $190,000- $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.
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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.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion