Buyer Experience Manager

The Buyer Experience Manager at Sotheby’s is responsible for overseeing the buyer experience and managing Post Sale Coordinators. This includes recruitment, onboarding, training, performance management, and ensuring high-quality service delivery. The role also involves coordinating with various departments to resolve issues and maintain service level agreements, making it critical for the overall client journey.

To apply for the Buyer Experience Manager role at Sotheby’s, candidates should hold a Bachelor’s Degree and have 3-5 years of related work experience, particularly in client-facing roles with high net worth clients. Strong organizational skills, excellent communication capabilities, and a proactive problem-solving approach are also essential for success in this role.

The Buyer Experience Manager at Sotheby’s plays a vital role in people management by supervising Post Sale Coordinators, providing day-to-day support and guidance. They are involved in performance management activities like goal setting and annual reviews, ensuring that the team is well-supported and functioning effectively to deliver an exceptional buyer experience.

Essential skills for the Buyer Experience Manager position at Sotheby’s include exemplary client service capabilities, attention to detail, superior communication skills, and the ability to multitask and prioritize effectively. Additional skills in Excel and SAP, alongside a calm demeanor under pressure, are also advantageous for this role.

As a Buyer Experience Manager at Sotheby’s, you’ll have the opportunity for personal and professional growth through leadership experience, training initiatives, and involvement in company-wide projects. Working closely with the Head of Buyer Experience will enable you to influence transformative changes within the organization, paving the way for further career advancement.

When answering this question, share specific examples of your team management experience, particularly in client-facing roles. Highlight how you maintained morale and productivity under pressure while ensuring excellent service delivery.

Discuss your approach to maintaining quality, which may include training staff, setting clear performance metrics, and providing regular feedback. Emphasize the importance of understanding client needs and tailoring services accordingly.

Describe your process for resolving client escalations, such as actively listening to the client’s concerns, analyzing the situation, and communicating solutions clearly. Providing a real-life example would reinforce your capabilities in this area.

Share your strategies for prioritization, such as using task management tools, setting deadlines, and delegating responsibilities. Emphasize your ability to remain organized and focused on key tasks.

Explain your philosophy on training, perhaps focusing on practical, hands-on experience paired with shadowing and mentorship. Mention any specific training programs or materials you have developed.

Talk about your methods for fostering team morale, such as encouraging open communication, recognizing accomplishments, and resolving conflicts promptly. Provide examples of team-building activities you've implemented.

Offer a specific instance of a change and your adaptable response to it. Highlight your ability to stay calm and supportive while guiding your team through the transition.

Discuss your approach to receiving and integrating feedback. Highlight how you view feedback as an opportunity for growth and improvement, and share an example where you successfully implemented a change based on feedback.

Talk about your experience with technology tools such as CRM systems, data analytics, or communication platforms that enable better buyer interactions. Provide specific examples of how you have used technology to improve service delivery.

This is your opportunity to express your passion for art and luxury, your admiration for Sotheby’s legacy, and your alignment with the company's values, such as inclusivity and collaboration. Personal anecdotes about your connection to the industry are compelling.