The role
We're looking for a strong Client Services Coordinator to join our team in North America and become an integral part of our Client Services function.
Salary range - $45k - $50k
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
We are looking for a Client Service Coordinator to support the needs of WGSN's clients by ensuring that they have a positive experience throughout their entire subscription period. The main role of the Client Service Coordinator is to help maximize WGSN clients’ and end-users’ experience through the flawless execution of first-class client support.
The team
We have a high performing team who are diverse and based all over the US. The client services team works within the North American sales team. The team have worked incredibly hard over the past year to achieve outstanding results. They are true winners!
You will be joining this integral team where support, learning and team spirit will allow you to settle comfortably into the role.
Key accountabilities
- Exceed the expectations of our clients by showing best in class service and implement best practices to drive engagement for retention purposes
- Form partnership with dedicated Account Team to create strategies for risk mitigation and reinforce the business’s value proposition among set of users and accounts
- 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 with clients to ensure needs are met
- Anticipate client needs by staying up-to-date on all WGSN products and services
- Liaise with our product and technology departments on user testing of new products and enhancements; provide customer feedback to internal teams/stakeholders by different means
- Proactively engage with subscribers to demonstrate the value of WGSN’s products and services, provide support that maximise our client’s return on investment by way of: customized outreach based on client needs, schedule client meetings, conduct weekly usage monitoring and ensure percentage of active users maintain or grow MoM/YoY
- Puts forth new ideas for engagement, strategizes on creative ways for outgoing client communication and daily upkeep of internal records via CRM tool
- Identify improvements to current processes that improve client services’ ability to provide outstanding client support
- Assist with inbound client queries via the WGSN Helpdesk and Live Chat
- Tight time scales as needed
This list is not exhaustive and there may be other activities you are required to deliver.
Skills, experience & qualifications required
- Applies understanding of how Client Services reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused
- Strong attention to detail and excellent organizational skills required
- Exceptional communication and collaboration skills with the ability to work within a diverse client base to ensure best practices are applied with a high standard in line with business SLA’s
- 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
Ascential’s supporting beliefs
- Focus: we ruthlessly prioritise and always keep things simple
- All in: once we commit we deliver, with a clear focus on outcome
- Trustworthiness, transparency & openness: transparency inspires trust & empowers
- Be creative: we are smart, pro-active innovators
- Facts: we always use data & insight to inform our work
- Empathy: we can be relied upon for fairness and consideration
- No silos: one team, one face, one reputation
What we offer
Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including:
- Paid Time Off – 15 days of vacation per year with an additional day for each year of service up to 20 days. Ascential also observes the 12 Federal holidays. We also offer 6 weeks of paid Parental Leave.
- 401(k) Retirement Savings Plan – allows employees to save and
- invest for their own retirement on a tax deferred basis. Ascential
- matches 50% of the first 6% contributed by employees.
- Medical, Dental and Vision plans with Aetna
- Life Insurance, AD&D, Short and Long-Term Disability - all
- eligible employees receive coverage at no cost
- Mental Health – Ascential provides many ways for employees to
- access mental health care including an Employee Assistance Program and inpatient, outpatient and virtual care if enrolled in an Aetna medical plan
- US Stock Purchase Plan – all eligible employees can save for a two-year period to buy Ascential shares at a 15% discount
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 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.
Why choose us?
At Ascential, diversity, equity and inclusion is core to us. We’re a company built around our people - and we’re committed to supporting each and every one of them to be the best they can be. We love having a diverse team of people who bring new ideas and different strengths and perspectives to Ascential. Our employee-led networks, Ascential Pride, Black in Business and EmPower: An Ascential Women's Initiative, help us to create a place where communities and allies can connect and share experiences. In addition, our Early Talent programmes help grow and foster diverse new talent for our sectors.
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? Find out more on what our People say