The Role
Support account management by onboarding clients, increasing product engagement, delivering tailored workshops, responding to requests, and identifying upsell opportunities. Maintain regular client contact across onboarding, growth, retention, and rescue journeys. Collaborate on account plans, monitor user activity, and develop expertise in WGSN products to demonstrate value and strengthen customer relationships.
Summary Generated by Built In
Working at WGSN
Together, we create tomorrow
A career with WGSN is fast-paced, exciting and full of opportunities to grow and develop. We're a team of consumer and design trend forecasters, content creators, designers, data analysts, advisory consultants and much more, united by a common goal: to 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.
Role overview
The Client Success Executive works with the Account Management team to ensure that our clients understand and use our portfolio of products. Working in partnership with the AM team, the CSE role is to ensure that customers get tangible value from our service. Having a commercial approach in each engagement with our clients, the Client Success Executive should be able to identify upsell opportunities whilst focusing on volume retention at all times.
The team
The Client Success team is the lynchpin between our commercial and content teams. With a commercial mindset we partner with the Account Management team to bring our information to life, sharing the expertise that we have on our content.
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, which has led us to achieve outstanding results over the last few years - and a few company accolades along the way.
Key Accountabilities
- 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.
Skills, experience and qualification required
- Fluent English
- 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 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 SLA’s.
- An understanding of the product design cycle, exposure to retail, lifestyle trends or creative industries is strongly desirable.
- Excellent interpersonal skills, adaptability and ability to go the extra mile
- A positive and professional attitude
What we offer
- Bradesco health insurance plan
- Careplus dental plan
- Omint life insurance
- Food/meal vouchers via Flash
- Internet allowance via Flash
- Transportation vouchers via Flash
- Daycare allowance
- Total pass
- Day off on your birthday
More about WGSN
WGSN is the global authority on consumer trend forecasting.
We help brands around the world create the right products at the right time for tomorrow’s consumer.
Our values
We Are Everywhere
The future is everything, it happens everywhere. WGSN is the world-leading forecaster because we track and analyse consumer behaviours, product innovation, design and creativity, everywhere.
We Are Future Focused
We utilise our global resources and intelligence to research, source and analyse quantitative and qualitative data to produce our forecasts. Everything we do is focused on working with our customers to create a successful and positive tomorrow.
We Are Rigorous
We source, review and assess quantitative and qualitative data to produce robust, actionable forecasts. To provide credible insights and design solutions for our clients, it is essential that rigour runs through everything we do.
Our culture
An inclusive culture is one of our key priorities. We want our people to truly be themselves and thrive. We love having a diverse team of people who bring new ideas, different strengths and perspectives & reflect the global audience we work with.
Inclusive workforce
We are committed to supporting the environment and sustainability, including ensuring our pension plan defaults to sustainable options and striving to be net zero by 2030.
Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people.
We have a truly flexible working environment with a wide range of flexible, hybrid and agile-working arrangements. Conversations about flexible working have always been - and will continue to be - actively encouraged here.
We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you.
If we inspire you, why not join and inspire us?
Skills Required
- Fluent English
- Exceptional customer service experience, ideally within fashion
- Comfort working in a fast-paced environment with a high volume of daily calls and emails
- Experience with Microsoft Suite and Google Suite
- Salesforce experience
- Commercial mindset and understanding of how client services support value, retention, and growth
- Strong attention to detail, presentation, and organizational skills
- Exceptional communication and collaboration skills
- Ability to work with a diverse client base in line with business SLAs
- Understanding of the product design cycle and exposure to retail, lifestyle trends, or creative industries
- Excellent interpersonal skills, adaptability, and willingness to exceed expectations
- Positive and professional attitude
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The Company
What We Do
WGSN is the global authority on consumer trend forecasting. We help brands around the world create the right products at the right time for tomorrow’s consumer. 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.
