Client Services Manager

About Doyle:

Founded in 1962, DOYLE is one of the world’s foremost auctioneers and appraisers of Fine Art, Jewelry, Furniture, Decorations and other categories. Headquartered in New York City with regional offices across the country, DOYLE presents auctions throughout the year that attract a global base of buyers and consignors. DOYLE has built a reputation for achieving outstanding prices at auction, and our focus on individual attention to our clients remains paramount.

About the Position:

As the Client Services Manager at DOYLE, your primary responsibility is to ensure best in class service for DOYLE buyers for the entire customer journey: from creating a delightful onboarding experience of new to DOYLE customers, ensuring a seamless auction day for bidders, to continuing fostering relationships with long time loyal DOYLE customers.

As DOYLE grows, this role can expand to strategizing how to operationalize the client experience across all of DOYLE's locations, ensuring that clients have a consistent and positive experience. 

Additionally, you will manage on a day to day a team of two, a front desk receptionist, the bidding coordinator, as well as a team of about 10 part time weekend staff, and a gallery manager. 

Key Responsibilities:

• Oversee day-to-day client interactions to ensure an excellent experience for every DOYLE client.
• Manage all buyer inquiries, addressing client interactions and handling escalations as needed.
• Assist clients with their online accounts, troubleshooting and resolving any issues.
• Respond to general platform messages across multiple platforms.
• Support photo and measurement requests for DOYLE at Home, including photography and image distribution.
• Facilitate auction day set-up and activities.
• Clerk auctions and assist telephone bidders during live auctions.
• Supervise the Bids Department, ensuring all bid requests are processed accurately.
• Supervise Client Services at the front desk.
• Ensure that incoming calls are routed correctly.
• Oversee pick-up operations to ensure efficiency.
• Identify and provide specialized attention to current and prospective VIP clients.
• Manage the Gallery manager/Exhibition Staff and oversee additional part-time hires. Work closely with the Gallery manager to create an inviting and positive exhibition experience for clients. 

Major Responsibilities:

• Oversee and manage the Client Services team, including the Bids Manager.
• Strategically find opportunities to improve buyer experience and implementing changes with the team. 
• Collaborate with Marketing to design and implement initiatives for client engagement.
• Work with Bids and Client Accounts in all aspects of the auction process.
• Supervise all front desk activities, including the main switchboard.
• Recruit and schedule Exhibition Staff.

Requirements:

• Experience in a managerial role or high-level customer service role.
• Experience in creating and implement systems, strategy and operations
• Excellent interpersonal, communication, and organizational skills.
• College graduate, preferably with a focus on the arts.
• Proficient in Microsoft Suite and database programs.
• Proficiency in a foreign language is a plus.
• Flexibility to work some evenings and weekends.

If you thrive in a dynamic auction environment, possess strong managerial skills, and have a passion for delivering exceptional customer service, we invite you to apply for this exciting opportunity at DOYLE. Please note that only shortlisted candidates will be contacted for further evaluation. We are an equal opportunity employer and value diversity in our workforce. We encourage applications from individuals of all backgrounds and experiences.

Please apply through the following link: https://doyle.bamboohr.com/careers/78?source=aWQ9MjI%3D