AVP, Head of Client Experience, Asia

Responsibilities

• Own client experience as a strategic differentiator for the Asia region to drive loyalty and brand distinction
• Lead the design and execution of end-to-end client journeys across contact center, in-person, and digital channels
• Build and embed a client-first hospitality culture rooted in empathy and proactive problem solving
• Optimize contact center operations and multi-channel service delivery focusing on speed and quality
• Partner cross-functionally to optimize online checkout and post-sale digital experiences
• Define, track, and manage key client experience metrics including response time and satisfaction
• Lead, coach, and develop managers responsible for service delivery and people leadership
• Drive client experience transformation initiatives and influence senior leaders to adopt new service models

Requirements

• 8+ years of leadership experience in client experience, customer operations, or service organizations
• Deep expertise in contact center operations and multi-channel service delivery
• Strong hospitality background with experience translating service excellence into operating models
• Demonstrated success in optimizing digital and online client journeys
• Data-driven leadership approach using metrics to guide decisions
• Proven ability to lead change through influence and align cross-functional stakeholders
• Track record of developing managers and high-performing teams
• Executive presence with clear and confident communication skills

About the Company

Established in 1744, Sotheby’s promotes access and ownership of exceptional art and luxury objects through auctions, private sales and retail. Our deep expertise across 70 selling categories is supported by a leading technology platform and a global network of specialists spanning 40 countries.