Company Profile:
The Art Works Group is a leading fine art enterprise committed to delivering education, transparency, and market insight to assist collectors, investors and enthusiasts to navigate the complex world of fine art. The company provides comprehensive advice and guidance on all aspects of art buying, from emerging and mid-career works on the primary market up to the world's most iconic blue-chip works on the secondary market. With a focus on investment, the Art Works Group is dedicated to helping its clients make informed decisions and achieve their collecting and investment goals.
Job Overview:
We are seeking an accomplished and dynamic Head of Digital Operations to spearhead our digital transformation initiatives across multiple business divisions. This role is crucial in enhancing customer engagement, optimizing operational processes, and laying the groundwork for international expansion. The ideal candidate will have a strong background in customer success, strategic delivery, and project management, with extensive experience in CRM systems and data analytics. They will possess exceptional leadership skills and a proven ability to drive growth, improve customer retention, and manage cross-functional teams.
Key Responsibilities:
- Digital Transformation and Project Management:
- Oversee all digital infrastructure projects, ensuring they align with business objectives and are delivered on time and within budget.
- Lead the deployment of the new Art Works X tokenization platform, focusing on seamless integration and user adoption.
- Plan and execute the integration of different business units into Salesforce CRM, enhancing solutions for sales, client experience, and management.
- Develop and implement strategic roadmaps to strengthen digital foundations supporting international expansion.
- Customer Success and Engagement:
- Design and deliver processes to improve customer engagement and platform adoption.
- Utilize data analytics to monitor customer behavior, identify opportunities for improvement, and drive customer satisfaction and retention.
- Act as a customer champion, aligning digital initiatives with customer needs and preferences.
- Team Leadership and Collaboration:
- Manage cross-functional teams, including internal staff and external stakeholders, to achieve project objectives.
- Conduct regular work-in-progress meetings and team huddles to align on goals and progress.
- Source and onboard talent and expertise necessary to deliver project objectives effectively.
- Operational Excellence and Process Improvement:
- Support operational process reviews to identify areas for improvement and implement new ways of working.
- Utilize data modeling and analytics tools to inform strategic decisions and drive continuous improvement.
- Collaborate with the COO to manage multiple work streams and prioritize initiatives.
- Strategic Growth and International Expansion:
- Identify and deliver key growth strategies to expand the company's digital capabilities and market presence.
- Lead efforts in international expansion, ensuring digital platforms are scalable and adaptable to new markets.
- Develop partnerships and integrations to broaden e-commerce reach and global footprint.
Qualifications:
- Education and Experience:
- Bachelor's degree in Information Technology, Business Administration, Arts Management, or a related field. A Master's degree is a plus.
- Minimum of 7+ years of experience in digital operations, customer success, or strategic delivery roles.
- Proven track record of increasing revenue, improving customer retention, and driving growth in a technology-driven environment.
- Experience in the art or culture sector is highly desirable.
- Technical Skills:
- Proficiency in project management tools and methodologies (e.g., Gantt charts, Agile, Scrum).
- Strong knowledge of CRM systems, particularly Salesforce, HubSpot, Zoho, and Zendesk.
- Experience with data analytics tools such as Azure, Tableau, Power BI, and MySQL.
- Familiarity with proprietary technologies and the ability to drive adoption and engagement.
- Soft Skills:
- Excellent leadership and team management abilities.
- Strong analytical and problem-solving skills.
- Exceptional communication and interpersonal skills.
- Sales-driven mindset with a strategic approach to growth.
- Ability to work collaboratively with diverse stakeholder groups and manage international teams.
Personal Attributes:
- Strategic thinker with a results-oriented mindset.
- Highly organized with strong attention to detail.
- Adaptable and able to thrive in a fast-paced, dynamic environment.
- Proactive in identifying opportunities and driving improvements.
- Passionate about art and culture, with an understanding of the fine art industry.
