Apply: WGSN - Senior Customer Success manager - Hong Kong
Reference:
NA-193
Title: SENIOR CUSTOMER SUCCESS MANAGER,
APAC
Function:
Sales
Location:
Hong Kong
Line Manager:
Regional Director, Asia Pacific
Direct Reports:
9
WGSN
, the World’s leading trend forecaster, has an exciting newly created regional role based in APAC HQ in Hong Kong. With trend and information hubs in New York, Hong Kong, São Paulo and London we have 16 offices around the world and employ approximately 500 people. We work with over 6,000 customers including every Retailer on the Fortune 500 and key brands across Europe, Asia, Latin America, and North America.
The Senior Customer Success Manager, APAC is responsible for driving high level of customer volume retention. Managing a team of Client Services Specialists to provide in-bound and pro-active customer support across the APAC region. The Senior Customer Success Manager is responsible for creating a strategic Client Service Plan that ensures service that continoulsy drives up the WGSN renewal rate. The plan must cleary dentify any risk accounts early and, in partnership with the Account Managers, execute the plan to retain and grow the relationship with the customer base. Success metrics for this role are tied to the overall renewal rate and usage % across the region.
Responsibilities
:
Increase the customer usage and customer retention rate across the APAC region
Drive lead generating behaviour through the customer service team
Manage the implementation of a real time data led service team and empower the team to act on the data
Develop and maintain the annual Service Level Plan for the APAC region
Manage a team of 9 Client Services Specialists loacted in Hong Kong and Australia
Responsible for the team owning and achieving their individual weekly KPI’s
Ensuring we maintain high customer engagement levels as a total team
Generate weekly reports to monitor department and improve customer service
Report on the weekly usage across the region identify healthy clients and at-risk clients
Develop and implement further engagement strategies
Coach the team on questioning skills to ensure we have a deep understanding of customer requirements
Act as a mentor for the team on effective calls, discovery and mapping product tours
Ensures team work to the service wheel and action all salesforce tasks
Responsible for hiring and training ofnew client services spcscialists when required
Manage to a resolve any escalated customer contract issue if under the CORE, BASIC or EDU portfolio
Requirements
:
Proven ability to INSPIRE, ENGAGE and LEAD a team
Language proficiency in English and another Asian language is desirable
2+ years of management and coaching experience particularly a junior team
5+ years of experience in customer service or call centre management
Proven track record in driving customer service rating / retentionand handling customer disputes
Excellent communication and organisational skills
Proven ability to problem solving, ideally a creative thinker
Must be extremely customer service oriented with a passion to exceed client expectations.
Must be detail oriented and task driven; able to multitask and think quickly; a fast learner
Must be self-motivated and energetic; able to work independently with minimal supervision.
Good computer skills (basic knowledge of Word, Excel, PowerPoint); knowledge of Salesforce
Company Background:
<p>Do We Inspire You? <br />As a business-to-business media company connecting leading professionals globally through insightful market-leading Exhibitions, vibrant Festivals, and precise Informational Services, we inspire people to join us from around the globe with our strong ethics, integrity and clear focus for the future. <br /> <br />Can You Inspire Us? <br />As an ever expanding global business, we thrive upon fresh talent, new ideas, and unique approaches to make our businesses and people flourish. With exciting opportunities in sales, marketing, recruitment, to name a few, we want you to try things differently, show us your creativity, and inspire us by being you. <br /> <br />So WhyNot Join Us and Discover What You Can Do? <br />With a choice of vibrant and prestigious brands, it is simple to begin a career to flourish. <br /> <br />How Do I Apply? <br />Click ‘Apply’ and attach a copy of your CV with a contact number, to kick start your career with us.</p>
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