Associate Director Customer Experience

Artsys mission is to expand the art market to support more artists and art in the world. Artsy has created the worlds largest twosided art marketplace offering more than 1 million works by 100000 artists from 4000 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 upskilling 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.

As the Associate Director Customer Experience you will be responsible for our core KPIs including response times and CSAT. In order to achieve your goals you will need to be strategic shaping the resourcing plan and team structure working with product and sales ops teams on internal tools and leveraging our BPOs. The ideal candidate will be comfortable getting in the weeds with the team while always remembering to take a step back to solve recurring and foundational issues.

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.

This role will also be responsible for collaborating and executing on initiatives at the company level. You will join working groups to support our product led initiatives as well as work directly with sales leaders to find opportunities to better support our revenue strategies. You will work both autonomously and collaboratively to move the team forward. The ideal candidate will be able to spot opportunities think outside the box and then prioritize and execute quickly.

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 Csuite and other senior leaders. You love carving a path through ambiguity and getting others to follow. Youll bring your unique experience and perspective to problem solving while also adapting them to meet the challenges of the traditional art world.

What Youll 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 Artsys broader revenue and product strategies as well as represent operations wide concerns to stakeholders

Who You Are:

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

• 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. Youre 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 23 days per week. (Inperson 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 teams 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 Artsys 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 embrace feedback learning and change so that we can transform our industry our company and ourselves.

Impact Over Perfection: Using both art and science we debate and decide swiftly and iterate on our plans as we learn. To make the biggest impact we prioritize speed and clarity of action over perfection.