Associate Director Customer Experience

3 weeks ago

London, United Kingdom Artsy Full time

Artsysmission is to expand the art market to support moreartists and art in the world. Artsy has created the worlds largesttwosided art marketplace offering more than 1 million works by100000 artists from 4000 leading galleries fairs auction houses andinstitutions in more than 100countries.

Artsy is seekinga dynamic leader for our Customer Experience team. Reporting to theDirector of Marketplace Strategy and Operations this role will havea wide range of responsibilities; from managing and upskilling thefront line team to planning and executing on company levelstrategic initiatives.

This is afull time hybrid role with in office attendance required 3 days aweek. The role can be based either in our New York or Londonoffices.

As the AssociateDirector Customer Experience you will be responsible for our coreKPIs including response times and CSAT. In order to achieve yourgoals you will need to be strategic shaping the resourcing plan andteam structure working with product and sales ops teams on internaltools and leveraging our BPOs. The ideal candidate will becomfortable getting in the weeds with the team while alwaysremembering to take a step back to solve recurring and foundationalissues.

The Customer Experience team is splitacross our New York and London offices. As the head of the team youwill be responsible for building a strong team culture across bothtime zones supporting your direct reports while helping them feelengaged with the broader Artsy team.

This rolewill also be responsible for collaborating and executing oninitiatives at the company level. You will join working groups tosupport our product led initiatives as well as work directly withsales leaders to find opportunities to better support our revenuestrategies. You will work both autonomously and collaboratively tomove the team forward. The ideal candidate will be able to spotopportunities think outside the box and then prioritize and executequickly.

In this role you will need to wear manyhats. You are just as comfortable training managing and upskillingjunior team members as you are debating priorities with Csuite andother senior leaders. You love carving a path through ambiguity andgetting others to follow. Youll bring your unique experience andperspective to problem solving while also adapting them to meet thechallenges of the traditional art world.

WhatYoull Do:
  • Manage and upskill thefront line team; acting as a point of escalation while empoweringyour team to work autonomously
  • Manage our BPOsincluding identifying new opportunities and QAing theiroutput
  • Provide strategic visioning andexecution for the Customer Experience function with an emphasis onaligning our support offering with our revenuestrategies
  • Participate in company levelobjectives to help steer Artsys broader revenue and productstrategies as well as represent operations wide concerns tostakeholders

Who YouAre:

We welcome you toapply regardless of checking all the boxes below and are excited tohear what you can bring to the team.

  • At least 5 years experience withpeople management including coaching and managing performance. Thiscould be teams outside of sales metrics
  • Proventrack record of developing and executing strategic initiativesincluding revenue adjacent projects and the ability to scaleteams
  • Experience with strategic thinkingincluding a blend of building from scratch assuming ownership overestablished business areas and managing resources across headcountBPOs and software
  • Proven track record workingin complex business lines such as two sided marketplaces luxury orother niche markets. Youre a strong strategic leader and candemonstrate the ability to adapt your experience to a newenvironment
  • Knowledge and experience inlogistics including customs tax and internationalcompliance
  • Strong communication skillsincluding the ability to target your communication style to youraudience
  • Experienced with analyzing data tofind opportunities and make decisions
  • A cultureleader who uses a strong sense of values to inspireothers
  • You are currently authorized to live andwork in London
  • This is a hybrid role based inLondon
What WeOffer:
  • Opportunity to reimagine theart industry while working with a talented diverse internationalteam.
  • Competitive salary andequity
  • Flexible time off: our culture of trustand empowerment allows employees to take the time they need awayfrom work while still excelling in theirroles
  • We are a global hybrid team: mostemployees work from our NYC London or Berlin offices 23 days perweek. (Inperson expectations vary byrole)
  • Private healthcare & benefitoptions including: medical dental enhanced parental leave PensionPlan life assurance Employee Assistance Programme featuring freemental health support physio andmore
  • Professional development including:mentoring lunch & learns regular training 1:1 managementand an open feedback culture
  • Engagingopportunities and internal programming globally to foster newrelationships and build upon our collaborative community.Including: happy hours holiday parties global All Hands meetingsArtsy Salon (a yearly exhibition of our teams creativity)attendance to art world events andmore
ArtsyValues

Artsy has fivecore values that will inform your experience atArtsy.

For the Love ofArt: We have relentless curiosity empathy andpassion for collectors artists and the art market. We are here tomake the art world more fair andwelcoming.

Own OurOutcomes: We are all individual owners of Artsysshared success. We are resourceful and resilient and to get the jobdone we each take responsibility for ouroutcomes.

Lead withOpenness: We trust in our teammates. We seek diverseperspectives communicate authentically and act with integrity. Amore open art world starts with us.

Transform Together:Our mission asks us to challenge the status quo. We embracefeedback learning and change so that we can transform our industryour company and ourselves.

ImpactOver Perfection: Using both art and science wedebate and decide swiftly and iterate on our plans as we learn. Tomake the biggest impact we prioritize speed and clarity of actionover perfection.

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