Senior Client Success Specialist

The role

We are looking to hire a Senior Client Success Specialist to join our Sales team in Hong Kong.

Please note, this is an office-based role based out of our Hong Kong office.

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're looking for a Senior Client Success Specialist to join our team in Hong Kong as part of our Client Success function. If you're passionate about Consumer lifestyles (e.g. Fashion, Consumer Technology, Home Interiors, Beauty, Food & Drink) this is a great place to be, giving you the opportunity to work with the world's most creative people and to develop the skills to launch your career.

The Senior Client Success Specialist works with the Account Management team to ensure that our clients understand and use our market-leading portfolio of products. You'll act as a strategic partner to a select portfolio of high-value enterprise customers, and you will engage directly with C-level and senior executives, providing strategic planning and engagement that drives long-term value realisation. Your mission is to ensure clients realise measurable business outcomes through full product adoption. These outcomes will be achieved through strong relationships and engagement with client partnerships, sharing of insights and opportunity identification within and across the entire portfolio, solution selling techniques, internal collaboration, follow up,  and a consistent track record of delivery to (and above) expectations.

Key accountabilities

- Hit KPI targets aimed at increasing user engagement with our services

- Maintain and grow relationships with our new and existing clients, keeping regular contact with users to understand their business processes, challenges, and advise on how our service can help them

- Follow up on all client requests in a timely manner

- Arrange & deliver training/workshop-style meetings with clients which are 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 key/growth accounts

- Be comfortable with analysing data. Monitor the individual account usage to make sure all accounts are getting value from their subscriptions and to identify plans to re-engage where needed

- Owning the full onboarding process with new clients through product training and retention strategies

This list is not exhaustive and there may be other activities you are required to deliver.

Skills, experience & qualifications required

-Truly exceptional client service experience

- Able to understand customer needs (implied and explicit) and provide help and solutions through the products that we have

- Exceptional presentation skills, tailoring any presentation to B2B clientele

- High-level written & verbal English language skills with the ability to work across various communication methods

- Additional Languages requirements: Cantonese, and Mandarin (proficient in both verbal and written)

- Be able to analyse accounts commercially and client needs to understand their commercial drivers to drive renewal conversations

- Effective priority management skills

- Experience in effective face-to-face communication with clients through delivery of product training to diverse customer audiences

- Relationship-building skills that help build trust and rapport with existing customers

- A team player, keen to take on ad hoc tasks as and when required

What we offer

Our benefits and wellbeing package includes: 

- 20 days' annual leave Private Medical Insurance

- Health & Fitness Subsidy benefits

- Rental Reimbursement tax benefit if applicable

- Employee Assistance Programme

- 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.