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About the Role
We are looking for a Client Service Coordinator to support WGSN's clients, ensuring a positive experience throughout their subscription. The primary goal is to maximize client and end-user satisfaction through exceptional client support.
Responsibilities
- Exceed client expectations by delivering best-in-class service and implementing best practices to drive engagement for retention.
- Partner with the dedicated Account Team to create risk mitigation strategies and reinforce the business’s value proposition.
- Ensure quarterly KPIs are met in line with the business’s retention rate.
- Resolve client issues on a case-by-case basis and proactively follow-up to ensure needs are met.
- Assist with inbound client queries via the WGSN Helpdesk and Live Chat.
- Anticipate client needs by staying up-to-date on all WGSN products and services.
- Liaise with product and technology departments on user testing of new products and enhancements.
- Provide customer feedback to internal teams/stakeholders.
- Proactively engage with subscribers to demonstrate the value of WGSN’s products and services.
- Provide support that maximizes client return on investment through customized outreach, scheduling client meetings, and monitoring usage.
- Develop new ideas for engagement and strategize creative client communication.
- Maintain daily upkeep of internal records via CRM tool.
- Meet tight time scales as needed.
Requirements
- Applies understanding of how Client Services reinforces value and growth through exceptional service and engagement.
- Service-focused.
- Strong attention to detail.
- Excellent organizational skills.
- Exceptional communication and collaboration skills.
- Ability to work within a diverse client base to ensure best practices are applied.
- Experience using CRM systems (such as Salesforce).
- Google Analytics is preferable.
- Understanding of the design cycle, exposure to retail, lifestyle trends or creative industries is strongly desirable.
- Excellent interpersonal skills.
- Adaptability.
- Positive attitude.
- Ability to go the extra mile.
- Professionalism.
- Previous Client Service experience is highly desirable.
Skills
- Client Services
- Client Support
- CRM systems
- Salesforce
- Google Analytics
- Communication
- Collaboration
- Organizational skills
- Attention to detail
- Interpersonal skills
Location
- North America
Work Type
- Flexible working environment
- Hybrid working arrangements
Benefits
- Paid Time Off – 15 days of vacation per year with an additional day for each year of service up to 20 days.
- Observes 12 Federal holidays.
- 6 weeks of paid Parental Leave.
- 401(k) Retirement Savings Plan with company match.
- Dental and Vision plans with MetLife.
- Health Care with Anthem & Blue Cross Blue Shield.
- Life Insurance, AD&D, Short and Long-Term Disability coverage at no cost.
- Mental Health support including an Employee Assistance Program and access to care if enrolled in an Anthem medical plan.
About the Company
- 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 include: We Are Everywhere, We Are Future Focused, We Are Rigorous.
- We foster an inclusive culture where people can be themselves and thrive.
- We are committed to supporting the environment and sustainability, striving to be net zero by 2030.
- Recognising great performance is a key part of our culture through Awards schemes.
- We offer a flexible working environment with a wide range of flexible, hybrid and agile working arrangements.
- We do not offer full remote working.
- We want to ensure everyone has the opportunity to perform their best during interviews and offer reasonable adjustments if required.
Equal Opportunity
- 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.