Buyer Experience Manager

THE ROLE

The Buyer Experience Manager is responsible for core management, people and transformation priorities as well as maintaining oversight of the buyer experience responsibilities for their team. As part of the Service Operations management team, the Buyer Experience Manager will collaborate across Service Operations globally to ensure delivery of standardization of process and the day-to-day delivery of the operation to a high standard of quality.

RESPONSIBILITIES

Buyer Experience Manager Responsibilities

• Line manage Post Sale Coordinators and provide day-to-day support and guidance
• Participate in recruitment of Post Sale Coordinator roles
• Lead Onboarding and ongoing training for Post Sale Coordinators
• Responsible for Performance management including goal setting and annual reviews
• Ensure adequate Post Sale Coordinator coverage for front of house as well as holidays, sick leave etc.
• Ensure post-auction process and service level agreements (SLAs) are achieved
• Delegate workload to ensure an equitable distribution throughout the coordinators

Post Sale Coordination Responsibilities

• Act as a subject matter expert for Post Sale Coordinator processes
• Oversee the issuing of all shipping quotes and coordination of property collection appointments
• Coordinate shipping and collections as needed
• Ensuring Priority Clients are handled in an appropriate and timely manner by working directly on post-sale related issues
• Attend pre and post-sale meetings providing direction on post-sale activity for buyers
• Use discretion within Corporate Governance in respect of property release and the waiving of charges
• Work with key department stakeholders to ensure outputs are delivered to the highest quality
• Collaborate with technical experts, e.g. Accounts Receivable, Payments Team, Shipping, Legal, Compliance, Tax etc. and take ownership of all escalated issues
• Partner closely with Client Service Operations managers to ensure appropriate handoff and completion of the client journey

General

• Ensure complex issues are resolved promptly and any escalations are communicated to the Head of Client Experience
• Work and communicate effectively with local and international colleagues
• Manage risk and escalations appropriately
• Work alongside Head of Buyer Experience and take personal accountability for the direction of transformation within the Post Sale function and the wider Client Service Operations team
• Work on company initiatives and projects as directed

IDEAL EXPERIENCE & COMPETENCIES

• Bachelor’s Degree required
• At least 3-5 years of related work experience
• Previous client facing experience with high net worth clients is desired
• Experience in managing a team is an advantage but not a prerequisite
• Excellent client service skills with demonstrated capability in active listening, empathy, service orientation and patience
• Calm demeanor, especially under pressure
• Well presented with a friendly, enthusiastic and welcoming disposition
• Enthusiastic and proactive with a flexible, forward-thinking approach
• Exemplary communication skills (written & oral), team oriented, proactive problem solver
• High level of attention to detail
• Excellent organizational skills including the ability to multitask and prioritize
• Ability to communicate at all levels, to present information and influence behaviors/culture
• Able to maintain the highest standards of confidentiality and discretion
• Experience with Excel & SAP are preferred
• Ability to work nights and weekends as needed
• Multi-lingual skills are a plus

The proposed base salary for this position ranges from $60,000-$70,000. 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.