Post-Sale Manager, West Coast

About the role

Bonhams is a global auction house with an 18th-century heritage. The Post-Sale Manager, West Coast, oversees the post-auction experience for buyers in Los Angeles and San Francisco, ensuring they receive exceptional service. Reporting to the Head of Client Services, US, this role works closely with the Post-Sale Manager, East Coast to align processes across U.S. offices and supports the broader Client Services team.

Responsibilities

• Oversee the end-to-end post-sale process for auctions in Los Angeles and San Francisco, focusing on shipping coordination, including international consolidated shipments to Asia.
• 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 and 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.

Qualifications and Skills

• 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.
• A client-first mindset with exceptional interpersonal and communication skills.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced setting.
• Adept at using CRM systems, inventory databases, and workflow tools.

What We Offer

• 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) and 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)
• Sponsored socials: annual staff art exhibition, annual summer and holiday parties, monthly snacks and treats