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Client Success Specialist

WGSN· Sales – Customer Support
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LondonPermanentPosted 1mo ago

About the role

Client Success Specialist to join the London-based Client Success team, working with Account Management to ensure customers derive value from WGSN products, with a commercial mindset to identify upsell opportunities and focus on volume retention.

Responsibilities

  • 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.

Qualifications

  • Fluency in English is essential
  • Truly exceptional customer service experience ideally within Fashion
  • Fast-paced environment comfort with a high volume of calls and emails daily
  • Experience with Microsoft/Google suite is essential; Salesforce preferable
  • Understands how Client Services reinforces value and growth through exceptional service while maintaining a commercial mindset
  • Strong attention to detail, presentation and organisational skills
  • Excellent interpersonal, collaborative skills and ability to work with a diverse client base in line with SLAs
  • Understanding of the product design cycle, exposure to retail, lifestyle trends or creative industries is strongly desirable
  • Positive and professional attitude

Skills

Required:Customer success and account management mindsetCommunication

Benefits

  • 25 days of holiday per year with option to buy/sell up to 5 days
  • Pension, Life Assurance and Income Protection with flexible benefits 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
Last updated Oct 21, 2026. Interested? Apply on the company site.

About WGSN

Trend Forecasting & Analytics 2025-2032

WGSN is the global authority on change, using expert trend forecasting combined with data science to help you get ahead of the right trends

Trend ForecastingData ScienceConsumer InsightProduct DesignTradingAnalytics
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