Client Success Specialist; Maternity Cover

The role

We are looking to hire a Client Success Specialist (German speaking is a plus) to join our Client Success team in London.

Together, we create tomorrow

WGSN's trusted consumer and design forecasts power outstanding product design, enabling our customers to create a better future. Our services cover consumer insights, beauty, consumer tech, fashion, interiors, lifestyle, food and drink forecasting, data analytics and expert advisory. If you are an expert in your field, we want to hear from you.

The Client Success Specialist works with the Account Management team to ensure that our clients understand and use our portfolio of products. The Client Specialist's role is to ensure that customers get tangible value from our service. Taking a commercial approach in each engagement with our clients, the Client Service Specialist should be able to identify upsell opportunities while focusing on volume retention at all times.

The Client Success team is the linchpin between our commercial and content teams. With a commercial mindset, we partner with the Account Management team to bring our information to life, sharing our expertise on our content.

As a group of people, we are based across Europe, with the majority based in London, speaking seven languages between us.

We are incredibly passionate about our brand and how impactful it can be to help our clients, meaning we always go the extra mile. As a result, we are an ultra-high-achieving team, continually pushing the boundaries of what is expected in our role. This has led us to achieve outstanding results over the last few years—and a few company accolades along the way.

• Exceed KPI targets aimed at increasing user engagement with our services
• Follow our Customer Journeys for Onboarding, Maintain, Growth and Rescue to maintain and grow the relationship by regular contact with users to understand their drivers, requirements and challenges to advise on how our service can help them
• Follow up on all customer requests in a timely manner
• Arrange & deliver interactive workshop meetings with clients tailored to their needs to ensure that we are integrated into their business processes and that we consistently add value
• Partner with the Account Manager(s) to collaborate on account plans for all accounts, with a specific focus on growth and rescue accounts
• Keep up to date with all developments in our range of products and services and ensure you are an expert in all aspects of everything we do
• Monitor the active user report alongside mapped account information to ensure that all users are engaged with the best content for them. Use this mapping to find new opportunities within the current user base and beyond.

This list is not exhaustive and there may be other activities you are required to deliver.

• Fluency in English and German (ideal)
• Truly exceptional customer service experience, ideally within Fashion
• Thrives in a fast-paced environment and must be comfortable making a high volume of calls and email contacts daily
• Experience with Microsoft/Google suite is essential;
  Salesforce is preferable
• Applies an understanding of how Client Services reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused but always brings a commercial mindset to grow their book of business
• Strong attention to detail, excellent presentation and organisational skills
• Exceptional communication and collaboration with the ability to work within a diverse client base, in line with business SLAs
• An understanding of the product design cycle and exposure to retail, lifestyle trends or creative industries are strongly desirable
• Excellent interpersonal skills, adaptability and ability to go the extra mile
• A positive and professional attitude

Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including:

• 25 days of holiday per year - with an option to buy/ sell up to 5 days
• Pension, Life Assurance and Income Protection Flexible benefits platform with options including Private Medical, Dental Insurance…