WGSN: Client Services Executive

Job Title: Client Services Executive

Company: WGSN South Africa

Reports To: Client Services Manager EMEA

Direct Reports: None

Key Purpose

The purpose of the Client Services Executive (CSE) is to provide outstanding service to our clients and to support the Account Managers in managing their portfolio and the Account management process effectively. Together with the Account Manager, the Client Services Executive plays a vital role in driving retention.

Each CSE will be assigned specific list of clients to support on a daily basis but will also be on call by the Country Managers (CM) to support account management activities across the country, team and region when required.

 

Key Accountabilities

 

Training: offer and provide face to face/ online trainings for existing customers. Keep customers informed about updates/ changes regarding content as well as website usability.

Bespoke reports: Create tailored reports for clients (proactively and on demand) to highlight benefits of WGSN and content areas on the site

Usage analysis: Conduct regular account and user level usage reporting and address low usage accordingly. Undertake analysis to help identify new potential users and key decisions makers

Internal meetings: Attend weekly Customer Service meetings; share customer feedback, highlight potential issues, suggest solutions

Provide a value-added response to all client requests within 30 minutes. Strive for “positive closure” for all client interactions

WGSN Live trend presentations: Translate, build and present WGSN live seasonal trend presentations to Key clients that have these as part of their license or to clients to whom these have been upsold

Maintain CRM records: Consistently and accurately log all tasks on Salesforce to enable meaningful reporting and performance analysis

Admin tasks: Responsible for user name and password maintenance including deleting and adding users, new licenses, setting up trials. Salesforce and Snowball entries, data maintenance and renewal reconciliation.

Assisting account managers with issues as they arise around payments between client, region and London.

Support Help Desk contact handling activities by providing cover when required

Provide contingency support across the region for account management when required

Qualifications & Experience

·         Previous experience in a customer service environment and/or within the fashion industry desirable

IT Experience

·         Good working knowledge of Excel and PowerPoint. Previous knowledge of Salesforce desirable

Skills & Competencies

Analysis and Reporting:

Able to work to specified deadlines with accurately produced analysis when required

Ability to produce insight and analysis from internal and external resources that can positively impact the AM’s dealings with the client

Communication and Client handling:

Effective face-to-face communication with clients as a trainer around WGSN products and in dealing with user enquiries.

Excellent presentation skills

Confident at handling client issues to a resolution.

Team Player

▪Ability to be effective beyond the daily tasks of supporting the assigned AMs and helping the wider business in the Help Desk activities and other AMs when required

▪Understanding of/ keen interest in the Fashion industry

Career Progression

The career progression for a CSE would be into an Account Manager role. Having built up an understanding of the industry, client behaviours and the account management process, the CSE could be ready to make the transition to account management if demonstrating the required qualities.

Progression would be dependent on performance, capability and vacancy of role.