Client Services Coordinator

Job function
Sales & Client Services
Job type
Perm Full Time
Job location
Competitive market rate salary
Job ref

We're looking for a Client Services Coordinator to join our team in the USA as part of our Client Services function.

Your Role: In your position you will support the needs of WGSN's clients by ensuring that they have a positive experience throughout their entire subscription period. As a Client Services Coordinator to help maximise WGSN clients’ and end-users’ experience through the flawless execution of first-class client support.

Key Responsibilities 

  • 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: customised 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, strategises 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

Your Experience

  • 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 organisational 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

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.

What We Offer

Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including: 

  • 15 days of holiday per year and an extra day for each year of service up to 20 days

  • 401K – Saving Incentive plan

  • Medical and Dental Insurance plans

  • Flexible Spending Accounts

  • Vision benefits

  • Great learning and development opportunities

  • Life Assurance and Disability insurance

  • Option to opt into the Ascential Shares Scheme

We also place great importance on health, lifestyle and wellbeing consistently, and offer flexible benefit packages.

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