At a Glance
- Tasks: Support clients in using our innovative products and ensure their success.
- Company: Join WGSN, a leading trend forecasting company with a vibrant culture.
- Benefits: Enjoy 25 days holiday, flexible benefits, and great learning opportunities.
- Other info: Flexible working arrangements and a commitment to inclusivity and sustainability.
- Why this job: Be part of a dynamic team shaping the future of design and consumer trends.
- Qualifications: Fluent in French with exceptional customer service skills and a passion for fashion.
The predicted salary is between 29700 - 36300 £ per year.
We are looking to hire a Client Success Specialist (French speaking) to join our Client Success team in London. 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.
The Client Success Specialist works with the Account Management team to ensure that our clients understand and use our portfolio of products. Working in partnership with the AM team, the CS role is to ensure that customers get tangible value from our service. Having a commercial approach in each engagement with our clients, the Client Service Specialist should be able to identify upsell opportunities whilst focusing on volume retention at all times.
The Client Success team is the lynchpin between our commercial and content teams. With a commercial mindset, we partner with the Account Management team to bring our information to life, sharing the expertise that we have on our content. As a group of people, we are based across Europe, with the majority based in London, speaking 7 languages between us. We are incredibly passionate about our brand and how impactful it can be to help our clients, meaning we always go the extra mile. As a result, we are an ultra high-achieving team, continually pushing the boundaries of what is expected in our role, which has led us to achieve outstanding results over the last few years - and a few company accolades along the way.
Key accountabilities:
- 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.
This list is not exhaustive and there may be other activities you are required to deliver.
Skills, experience & qualifications required:
- Truly exceptional customer service experience ideally within Fashion.
- Thrives in a fast-paced environment and must be comfortable making a high volume of calls and email contacts daily.
- Experience with Microsoft/Google suite is essential; Salesforce preferable.
- Applies an understanding of how Client Services reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused but always brings a commercial mindset to grow their book of business.
- Strong attention to detail, excellent presentation and organisational skills.
- Exceptional communication and collaboration with the ability to work within a diverse client base, in line with business SLA’s.
- An understanding of the product design cycle, exposure to retail, lifestyle trends or creative industries is strongly desirable.
- Excellent interpersonal skills, adaptability and ability to go the extra mile.
- A positive and professional attitude.
- Fluency in French language is preferred.
What we offer:
- 25 days of holiday per year - with an option to buy/sell up to 5 days.
- Pension, Life Assurance and Income Protection.
- Flexible benefits platform with options 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.
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.
- We Are Future Focused: We utilise our global resources and intelligence to research, source and analyse quantitative and qualitative data to produce our forecasts.
- We Are Rigorous: We source, review and assess quantitative and qualitative data to produce robust, actionable forecasts.
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.
Customer Success Specialist, French Speaking employer: WGSN
WGSN is an exceptional employer that fosters a dynamic work environment in London, where innovation and collaboration thrive. With a strong emphasis on employee growth, you will have the opportunity to lead best practices and mentor others while enjoying competitive benefits such as flexible working options and a robust learning culture. Join us to be part of a team that values your contributions and supports your career progression in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist, French Speaking
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WGSN. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WGSN before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Specialist, French Speaking
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WGSN:Your cover letter is your chance to shine! Tell us why you want to work at WGSN specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WGSN!
How to prepare for a job interview at WGSN
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
