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Senior Client Success Specialist
2 weeks ago
Role We are looking to hire a Senior Client Success Specialist to join our Sales team in Hong Kong. This is an office-based role based in 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 are a team of consumer and design trend forecasters, content creators, designers, data analysts, advisory consultants and 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—fashion, technology, interiors, beauty, food & drink—you’ll enjoy working with the world’s most creative people and developing your skills to launch a career. The Senior Client Success Specialist works with the Account Management team to ensure our clients understand and use our market‑leading portfolio of products. You’ll act as a strategic partner to high‑value enterprise customers, engage directly with C‑level and senior executives, and drive long‑term value realisation through strategic planning and engagement. Key Accountabilities Hit KPI targets aimed at increasing user engagement with our services. Maintain and grow relationships with new and existing clients, keeping regular contact to understand their business processes, challenges, and advise on how our service can help. Follow up on all client requests in a timely manner. Arrange and deliver training/workshop‑style meetings tailored to clients’ needs to integrate our solutions into their business processes and add value. Partner with the Account Manager(s) to collaborate on account plans for key/growth accounts. Analyse data: monitor individual account usage to ensure value and identify re‑engagement plans where needed. Own the full onboarding process with new clients, including product training and retention strategies. This list is not exhaustive and additional activities may be required. Skills, Experience & Qualifications Required Truly exceptional client service experience. Ability to understand customer needs (implied and explicit) and provide solutions through our products. 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 language requirement: Cantonese and Mandarin (proficient in both verbal and written). Analytical ability to assess accounts commercially and understand commercial drivers for renewal conversations. Effective priority management skills. Experience delivering product training to diverse customer audiences in face‑to‑face settings. Relationship‑building skills to build trust and rapport with existing customers. A team player, willing to take on ad hoc tasks as required. What We Offer 20 days’ annual leave. Private Medical Insurance. Health & Fitness Subsidy benefits. Rental Reimbursement tax benefit where applicable. Employee Assistance Programme. Great learning and development opportunities. About WGSN WGSN is the global authority on consumer trend forecasting. We help brands worldwide create the right products at the right time for tomorrow’s consumer. Our Values We Are Everywhere: Every day, we track and analyse consumer behaviours, product innovation, design and creativity worldwide. We Are Future Focused: We use global resources and intelligence to research, source and analyse quantitative and qualitative data to produce forecasts that help our customers succeed. We Are Rigorous: We source, review and assess data to produce robust, actionable forecasts, ensuring rigour permeates everything we do. Our Culture: We foster an inclusive culture where everyone can thrive, bringing new ideas and diverse perspectives that reflect our global audience. Inclusive Workforce: We support sustainability, including a pension plan that defaults to sustainable options and a goal of net zero by 2030. Recognising Great Performance: Our awards schemes celebrate the achievements of our people. Flexible Working Environment: We offer a wide range of flexible, hybrid and agile arrangements, though full remote work is not available. Reasonable Adjustments: We welcome requests for adjustments to make the interview process comfortable for all candidates. Note for Applicants We use AI to screen applications and align candidates’ skills with the role. This tool removes personal details to promote a fair and unbiased process while maintaining transparency and fairness. Note for Recruiters Our internal Talent Acquisition team manages all recruitment. We partner with agencies on our Preferred Supplier List and do not respond to unsolicited contacts or CVs outside of the list. If new partnerships arise, we will get in touch. AI tools support the recruitment process but do not replace human judgment; final decisions are made by humans. For more information on how your data is processed, please contact us. #J-18808-Ljbffr
