Associate Director, Customer Experience

5 months ago

London, United Kingdom Artsy Full time

**_Artsy's mission_**_ is to expand the art market to support more artists and art in the world. Artsy has created the world's largest two-sided art marketplace, offering more than 1 million works by 100,000 artists from 4,000 leading galleries, fairs, auction houses, and institutions in more than 100 countries._

Artsy is seeking a dynamic leader for our Customer Experience team. Reporting to the Director of Marketplace Strategy and Operations, this role will have a wide range of responsibilities; from managing and up-skilling the front line team, to planning and executing on company level strategic initiatives.

**This is a full time hybrid role, with in office attendance required 3 days a week. The role can be based either in our New York or London offices.**

The Customer Experience team is split across our New York and London offices. As the head of the team, you will be responsible for building a strong team culture across both time zones, supporting your direct reports while helping them feel engaged with the broader Artsy team.

In this role you will need to wear many hats. You are just as comfortable training, managing and upskilling junior team members as you are debating priorities with C-suite and other senior leaders. You love carving a path through ambiguity and getting others to follow. You'll bring your unique experience and perspective to problem solving while also adapting them to meet the challenges of the traditional art world.

**What You'll Do**:

- Manage and upskill the front line team; acting as a point of escalation while empowering your team to work autonomously
- Manage our BPOs, including identifying new opportunities and QAing their output
- Provide strategic visioning and execution for the Customer Experience function, with an emphasis on aligning our support offering with our revenue strategies
- Participate in company level objectives to help steer Artsy's broader revenue and product strategies, as well as represent operations wide concerns to stakeholders

**Who You Are**:

- At least 5 years experience with people management, including coaching and managing performance. This could be teams outside of sales metrics
- Proven track record of developing and executing strategic initiatives including revenue adjacent projects and the ability to scale teams
- Experience with strategic thinking including a blend of building from scratch, assuming ownership over established business areas, and managing resources across headcount, BPOs, and software
- Proven track record working in complex business lines such as two sided marketplaces, luxury, or other niche markets. You're a strong strategic leader and can demonstrate the ability to adapt your experience to a new environment
- Knowledge and experience in logistics, including customs, tax, and international compliance
- Strong communication skills, including the ability to target your communication style to your audience
- Experienced with analyzing data to find opportunities and make decisions
- A culture leader who uses a strong sense of values to inspire others
- You are currently authorized to live and work in London
- This is a hybrid role based in London

**What We Offer**:

- Opportunity to reimagine the art industry while working with a talented, diverse, international team.
- Competitive salary and equity
- Flexible time off: our culture of trust and empowerment allows employees to take the time they need away from work while still excelling in their roles
- We are a global hybrid team: most employees work from our NYC, London, or Berlin offices 2-3 days per week. (In-person expectations vary by role)
- Private healthcare & benefit options, including: medical, dental, enhanced parental leave, Pension Plan, life assurance, Employee Assistance Programme featuring free mental health support, physio, and more
- Professional development, including: mentoring, lunch & learns, regular training, 1:1 management, and an open feedback culture
- Engaging opportunities and internal programming globally, to foster new relationships and build upon our collaborative community. Including: happy hours, holiday parties, global "All Hands" meetings, "Artsy Salon" (a yearly exhibition of our team's creativity), attendance to art world events, and more

**Artsy Values**:

- Artsy has five core values that will inform your experience at Artsy._

**For the Love of Art**: We have relentless curiosity, empathy, and passion for collectors, artists, and the art market. We are here to make the art world more fair and welcoming.

**Own Our Outcomes**: We are all individual owners of Artsy's shared success. We are resourceful and resilient, and to get the job done, we each take responsibility for our outcomes.

**Lead with Openness**: We trust in our teammates. We seek diverse perspectives, communicate authentically, and act with integrity. A more open art world starts with us.

**Transform Together**: Our mission asks us to challenge the status quo. We

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