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THE ROLE

The Post-Sale Experience Manager is responsible for providing exceptional client service for a portfolio of sales. This position oversees all post-sale activities from the auction through to payment and shipping or collection on behalf of all internal and external clients whilst ensuring that all transactions comply with both internal and external financial rules and regulations. The responsibilities of this position include but are not limited to the following:

RESPONSIBLITIES

Post-Sale Activities

• Reviewing all pre-sale bid registrations (room, absentee, and telephone bid, BidNow, Viking) to ensure that appropriate KYC and financial checks are confirmed
• Managing "No Bid" clients and escalate requests as appropriate to ensure swift decision making and communication to clients
• Working closely with the Bids office to reconcile all necessary information to invoice the sale and avoid after sale reinvoicing requests
• Overseeing the issuing of all post-sale related client output e.g. invoices, shipping quotes, statements, terms letters etc., working closely with the relevant Post-Sale Coordinator
• Managing or escalating all extended payment terms requests in respect of the Corporate Governance thresholds and ensure all required documentation is obtained before a sale
• Proactively "close" a sale financially and logistically: collecting and managing all outstanding client debt and ensuring timely release of all sold & unsold property;
• Working with expert departments and Relationship Managers in respect of extended payment terms, property release, Anti-Money Laundering (AML) regulations and debt collection;
• Ensuring Priority Clients are handled in an appropriate and timely manner by working directly with Priority Team Managers on post-sale related issues;
• Understanding and work with the Finance department regarding Trade Credit Facilities and Cheque Acceptance Facilities.
• Using discretion within corporate governance in respect of credit, payment terms, property release and the waiving of charges (e.g. interest, storage);

Post-Sale Management

• Overseeing end to end delivery of the post-sale experience including core post-sale administration and organisation of shipping
• Providing consistent and dedicated day to day support and oversight to named Post-Sale Experience Coordinator(s), ensuring company processes and SLAs are met and delivered. This also includes:
  • Workload management and prioritisation
  • On-the-ground coaching, training and development
  • Supporting with risk/issue mitigation and handling escalations
• Running & attending pre- and post-sale meetings with expert departments, providing direction on post-sale activity for buyers and sellers
• Staying current with AML and other company policies & procedures;
• Contributing to Management Reporting in respect of debtors and provisions;
• Collaborating with technical experts, e.g. Credit & Payment Team, Legal, Compliance, Tax, Finance etc. and take ownership of all escalated issues that relate to post-sale service
• Collaborating with all areas of Service Operations to ensure high standards of service delivery to clients, practice continuous improvement and support the delivery of the transformation agenda
• Providing ad hoc support, including covering cashiers counter, as needed

IDEAL EXPERIENCE & COMPETENCIES

• Degree holder in business administration or equivalent field preferred
• At least 4-5+ years' related work experience
• Previous financial experience in a professional/ financial services field or experience of debt collection in an international luxury business preferred.
• Excellent client service skills with demonstrated capability in active listening, empathy, service orientation and patience
• Exemplary written and verbal communication skills and a high level of attention to detail
• A flexible and pragmatic thinker who will take ownership of situations and processes and manage them to conclusion
• Understanding of how to escalate to management appropriately to ensure a smooth client experience
• Highest standard of confidentiality, discretion and work ethicOrganised, methodical and possesses a strong team spirit
• Comfortable working in a fast paced and reactive environment with the ability to remain calm under pressure
• Ability to work both independently and to partner with colleagues
• Prior experience with SAP is an advantage
• Strong knowledge of Microsoft Office particularly Word, Excel, Outlook.
• Able to work flexibly and on evenings as and when required
• A second European language, particularly French, German or Italian, is preferred but not required