The Role
Supports clients in adopting and gaining value from WGSN’s products, partnering with Account Managers to drive engagement, retention, and growth. Responsibilities include onboarding, regular customer contact, handling requests, delivering tailored workshops, monitoring user activity, identifying upsell opportunities, and maintaining product expertise. The role is office-based in London and requires fluency in English and Italian, strong customer service skills, commercial awareness, organization, communication, and comfort with high-volume calls and emails.
Summary Generated by Built In
The role
We are looking to hire a Client Success Specialist to join our Client Success team in London.
Ideally, we are looking for someone fluent in English and Italian.
This is an office-based role out of our London office
You must have existing rights to work in the UK to be considered for this role
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 Specialist 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 CS role is to ensure that customers get tangible value from our service. Having a commercial approach in each engagement with our clients, the Client Service Specialist should be able to identify upsell opportunities whilst focusing on Volume retention at all times.
The team
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.
As a group of people we are based across Europe, with the majority based in London, speaking 7 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, 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 & qualifications required
- Fluency in English and Italian is essential
- 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
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 & Critical Illness
- Employee assistance programme, season ticket loans and cycle to work scheme
- Volunteering opportunities and charitable giving options
- Great learning and development opportunities.
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 offer a 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, but we do not offer full remote working.
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.
A Note for Applicants
We use AI to help our team screen applications and identify candidates whose skills and experience match the role. This technology removes personal information to promote a fair and unbiased process. We believe this tool helps us find the best talent while maintaining transparency and fairness.
A Note for Recruiters
Thank you so much for your interest in working with us at WGSN! Our internal Talent Acquisition team takes care of all our recruitment efforts. When we need some extra help, we partner with agencies on our Preferred Supplier List (PSL) that truly understand our business, culture and ways of working together. Since we focus on these established partnerships, we’re unable to respond to unsolicited contacts or CVs from outside our PSL. But don’t worry! If we decide to explore new partnerships, we’ll be sure to reach out.
Skills Required
- Fluency in English and Italian
- Exceptional customer service experience, ideally within fashion
- Comfort working in a fast-paced environment and making a high volume of calls and email contacts daily
- Experience with Microsoft or Google productivity suites
- Salesforce experience
- Commercial mindset focused on client service, retention, and business 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 and adaptability
- Positive and professional attitude
- Existing rights to work in the UK
- Ability to work from the London office
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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.
