Post-Sale Manager, East Coast

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    "description": "<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">About Bonhams</span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"><span>Bonhams is a global auction house with an 18th century heritage poised for transformative change. Our global operations are based in London, Paris, New York, Los Angeles and Hong Kong where we sell in over 60 categories, including motor cars, paintings, jewelry, and entertainment memorabilia.</span><span> </span></span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"> </span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"><span>Our employees are passionate about their work, and we pride ourselves on a bespoke approach that aims to make every client feel important. This is an exciting time for our business, and we are looking for a people-focused Post Sale Manager to partner with our global leadership team of art world professionals to support talent development, strengthen client service excellence, build operational capability, and drive continuous process improvement across the organization.</span><span> </span></span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"> </span></p>\n<p><span style=\"color: rgb(0, 0, 0)\">Bonhams is an Equal Opportunity Employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.</span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"> </span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">About the Role</span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"><span>The Post-Sale Manager, East Coast is responsible for overseeing the post-auction experience for buyers in New York and Massachusetts sales, ensuring clients receive exceptional service throughout the process. Reporting to the Head of Client Services, US, and serving as a key member of the Client Services team, the Post-Sale Manager, East Coast, empowers the broader team with the knowledge and confidence to guide clients through every step of the post-sale journey - from invoicing to collection and shipping. As the primary point of contact for post-sale issues, escalations, and hands-on client support, the Post-Sale Manager, East Coast is readily available to assist both colleagues and Bonhams clients.</span><span> </span></span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"> </span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"><span>In addition to day-to-day management, the Post-Sale Manager acts as the voice of the client within the business – drawing on first-hand interactions and client KPI scoring to assess the effectiveness of the post-sale journey and advocate for continuous improvement. They are responsible for identifying trends, sharing feedback with relevant departments, and implement long-term solutions that enhance the overall client experience.</span> <br><span> </span></span></p>\n<p><span style=\"color: rgb(0, 0, 0)\">As a member of the Client Services department, the Post-Sale Manager is also expected to support the team's core functions as needed, under the direction of local Supervisors and the Head of Client Services, US.</span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"> </span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Key Tasks and Responsibilities</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0)\">Oversee the end-to-end post-sale process for auctions in New York and Massachusetts with a heavy emphasis on shipping coordination including international consolidated shipments to Asia</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Champion shipping process improvements, working closely with Bonhams’ external shipping partners to ensure service standards exceed both client and business expectations</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Maintain in-depth knowledge of domestic and international shipping processes, including quoting, tax considerations and export licensing</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Partner with the Post-Sale Manager, West Coast to ensure processes are aligned across U.S. offices; provide support to the Los Angeles and San Francisco teams as needed</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Collaborate with the Post-Sale Manager, West Coast to educate and support Client Services team members, equipping them with the tools, resources, and knowledge to confidently assist clients post-sale</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Create and maintain documentation (e.g., FAQs, workflows, training materials) that improve consistency and transparency in the post-sale experience</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Provide hands-on support to VIP clients and ensure seamless transactions post-auction, coordinating with various departments and vendors</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Monitor and analyze client feedback (via surveys, NPS/KPI scores, and direct interactions) to identify patterns and areas for improvement</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Collaborate cross-functionally with other departments to address systemic issues in the post-sale process and implement long-term solutions</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Lead post-sale review meetings with New York and Massachusetts Specialist departments, Client Services, and Credit Control to identify key buyers requiring additional support and coordinate follow-up actions as needed</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Track and report on post-sale performance metrics, including property release rates, client satisfaction data, adoption rates etc.</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Represent the client’s voice internally, advocating for a seamless and client-centric experience at every touchpoint</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Support general Client Services operations during peak periods or as needed </span></li>\n</ul>\n<p><span style=\"color: rgb(0, 0, 0)\">In addition to the tasks and responsibilities listed, you may be required to perform other duties as assigned by your manager. </span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"> </span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Qualifications and Skills</span></span></p>\n<ul></ul>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 12pt\">Minimum of five (5) years of experience in client service and shipping logistics in a luxury, art, or auction environment </span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Strong understanding of invoicing, compliance, and shipping procedures, preferably in an auction house, museum or gallery context </span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Familiarity with shipping logistics, including quoting, tax implications, export licensing, Import and export documentation and U.S. customs compliance, with familiarity in best practices for packing and transporting fine art and collectible objects </span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Experience managing escalations and resolving complex customer service issues with tact and professionalism </span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Client-first mindset with exceptional interpersonal and communication skills </span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced setting </span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Comfortable analyzing data and client feedback to identify opportunities for change </span></li>\n<li><span style=\"color: rgb(0, 0, 0)\">Adept at using CRM systems, inventory databases, and workflow tools </span></li>\n</ul>\n<p><span style=\"color: rgb(0, 0, 0)\"> </span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">What We Offer</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">In addition to an active and progressive work environment, Bonhams offers a competitive benefits package to encourage work/life balance, including:</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Excellent medical, dental and vision insurance – HMO, EPO, PPO with FSA and HSA </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">20 days paid time off (PTO)</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">12 paid holidays and holiday break from Christmas to New Years Day</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">16 weeks fully paid parental leave (after one year) and flexible work arrangements</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">401(k) retirement plan with company contribution (after one year)</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Life insurance with AD &amp; D</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Short- and long-term disability</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Paid cellphone and data service</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Professional development: tuition reimbursement and free online training library</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Commuter benefits (transit and parking)</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Employee assistance program (EAP)</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Onboarding buddy: 90 day mentor to welcome and orient new joiners</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Employee resource groups: social club, diversity committee, mentorship program</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Sponsored socials: annual staff art exhibition, annual summer and holiday parties, monthly snacks and treats</span></li>\n</ul>\n<p><span style=\"color: rgb(0, 0, 0)\"> </span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Applicants who best match the position needs will be contacted.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Bonhams participates in E-Verify.</span><br></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">$60,000 - $70,000 annually, DOE</span></p>",
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