AVP, Head of Client Experience, Asia
On-site · Hong Kong, Hong Kong
Job Summary
AVP, Regional Head of Client Experience Asia at Sotheby’s is a senior leadership role accountable for embedding client experience as a competitive differentiator across Asia. The role oversees the end‐to‐end client journey across contact centers, in‐person touchpoints, and digital channels, and leads hospitality‐driven service delivery, performance management of multi‐channel operations, and digital journey optimization. The ideal candidate will develop and mentor managers, drive cross‐functional process redesign to reduce hand‐offs and friction, set and monitor client experience metrics, champion data‐driven decisions, and lead change initiatives to ensure scalable, resilient client experiences aligned with brand standards across seasonal demand.
Required Qualifications
- 8+ years leadership experience building and scaling client experience, customer operations, or service organizations within high‐expectation environments
- Deep expertise in contact center operations, including multi‐channel service delivery and performance optimization at scale
- Strong hospitality background with the ability to translate service excellence into structured, measurable operating models
- Demonstrated success optimizing digital and online client journeys, including checkout and post‐transaction support
- Proactive and self‐directed leader, able to make high level decision with high accountability
- Data‐driven leadership approach, using metrics and client insight to guide decisions and prioritize improvement efforts
- Proven ability to lead change through influence, aligning cross‐functional stakeholders around a shared service vision
- Track record of developing managers who can effectively lead people while delivering strong operational performance
- Clear, confident communicator with executive presence and the ability to drive accountability at all levels
- Results‐oriented, resilient, and comfortable operating in fast‐paced, client‐facing environments
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