Post-Sale Manager, West Coast
About The Position
The Post-Sale Manager, West Coast is responsible for overseeing the post-auction experience for buyers in Los Angeles and San Francisco 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, West 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, West Coast is readily available to assist both colleagues and Bonhams clients. 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. 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.
Requirements
- Minimum of five (5) years of experience in client service and shipping logistics in a luxury, art, or auction environment
- Strong understanding of invoicing, compliance, and shipping procedures, preferably in an auction house, museum or gallery context
- 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
- Experience managing escalations and resolving complex customer service issues with tact and professionalism
- Client-first mindset with exceptional interpersonal and communication skills
- Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced setting
- Comfortable analyzing data and client feedback to identify opportunities for change
- Adept at using CRM systems, inventory databases, and workflow tools
Responsibilities
- Oversee the end-to-end post-sale process for auctions in Los Angeles and San Francisco with a heavy emphasis on shipping coordination including international consolidated shipments to Asia
- Champion shipping process improvements, working closely with Bonhams’ external shipping partners to ensure service standards exceed both client and business expectations
- Maintain in-depth knowledge of domestic and international shipping processes, including quoting, tax considerations and export licensing
- Partner with the Post-Sale Manager, East Coast to ensure processes are aligned across U.S. offices; provide support to the New York and Massachusetts teams as needed
- Collaborate with the Post-Sale Manager, East Coast to educate and support Client Services team members, equipping them with the tools, resources, and knowledge to confidently assist clients post-sale
- Create and maintain documentation (e.g., FAQs, workflows, training materials) that improve consistency and transparency in the post-sale experience
- Provide hands-on support to VIP clients and ensure seamless transactions post-auction, coordinating with various departments and vendors
- Monitor and analyze client feedback (via surveys, NPS/KPI scores, and direct interactions) to identify patterns and areas for improvement
- Collaborate cross-functionally with other departments to address systemic issues in the post-sale process and implement long-term solutions
- Lead post-sale review meetings with Los Angeles and San Francisco Specialist departments, Client Services, and Credit Control to identify key buyers requiring additional support and coordinate follow-up actions as needed
- Track and report on post-sale performance metrics, including property release rates, client satisfaction data, adoption rates etc.
- Represent the client’s voice internally, advocating for a seamless and client-centric experience at every touchpoint
- Support general Client Services operations during peak periods or as needed
- Perform other duties as assigned by your manager.
Benefits
- Excellent medical, dental and vision insurance – HMO, EPO, PPO with FSA and HSA
- 20 days paid time off (PTO)
- 12 paid holidays and holiday break from Christmas to New Years Day
- 16 weeks fully paid parental leave (after one year)
- Flexible work arrangements
- 401(k) retirement plan with company contribution (after one year)
- Life insurance with AD & D
- Short- and long-term disability
- Paid cellphone and data service
- Professional development: tuition reimbursement and free online training library
- Commuter benefits (transit and parking)
- Employee assistance program (EAP)
- Onboarding buddy: 90 day mentor to welcome and orient new joiners
- Employee resource groups: social club, diversity committee, mentorship program
- Sponsored socials: annual staff art exhibition, annual summer and holiday parties, monthly snacks and treats
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
