The Account Manager will drive customer satisfaction, manage renewals, and reduce churn for a portfolio of 150-250 accounts, utilizing Salesforce analytics and data insights to strengthen customer relationships and ensure the value of WGSN's products is recognized.
The role
We are looking to hire an Account Manager (Retention Acceleration) to join our EMEA Sales team based in London.
This is an office-based role out of our London 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.
More about the role
At WGSN, our purpose is simple: we create tomorrow. As an Account Manager – Retention Acceleration, you will play a pivotal role in safeguarding and growing our small-to-medium customer base. This role is dedicated to driving exceptional customer satisfaction, delivering best-in-class renewal performance and ensuring every client deeply understands and experiences the value of WGSN’s products and services.
Managing a high-volume portfolio of 150–250 accounts, you will apply data insights, Salesforce analytics and structured renewal processes to reduce churn, streamline onboarding and renewal workflows, increase auto-renew adoption and build long-term customer partnerships.
This position suits someone who thrives in a fast-paced environment and is motivated by operational excellence, commercial clarity and tangible impact.
The team
You will join a collaborative, multicultural Account Management team that supports clients across Fashion, Beauty, Interiors, Lifestyle, Food & Drink and Consumer Tech. Working closely with Client Services, Operations, Advisory and Product, you will help deliver a seamless, value-driven customer experience from onboarding through to renewal.
Key accountabilities
- Take full ownership of renewal outcomes and risk mitigation.
- Meeting or exceeding defined retention expectations and driving uplift in renewal value year-on-year, including through multi-year commitments.
- Work to increase automatic renewal adoption and reduce friction and cycle times across every renewal.
- Handle renewal conversations with clarity, confidence and a strong data-driven narrative that demonstrates WGSN’s impact.
- Responsible for delivering a consistent, premium customer experience and will monitor usage patterns, CRM insights and behavioural signals to identify at-risk clients early.
- Serve as a trusted point of contact for contract-related enquiries, ensuring transparency, responsiveness and a seamless experience throughout the renewal cycle.
- Ensuring customer feedback is shared internally to support improvements in product and service delivery.
- Operationally, you will maintain accurate forecasting and account planning in Salesforce, ensuring all communications and renewal activities are recorded comprehensively.
- Manage a structured 12–16-week renewal cycle and work closely with Operations and Client Services to streamline processes, automate onboarding and embed scalable renewal practices.
- Employ risk mitigation strategies for each notified cancellation and follow a pre-defined model of action.
- Contribute to continuous improvements by identifying opportunities for automation, standardisation and advanced reporting.
- Where appropriate, you will also uncover and develop expansion opportunities, connecting additional departments or stakeholders to WGSN’s value proposition.
- Collaboration with Sales, Advisory and Product teams to ensure that clients receive a cohesive and compelling value story.
Skills, qualifications and experience
- You will have a proven track record in retention-focused account management and contract management within a B2B subscription or SaaS environment.
- You will bring confidence in renewal discussions, negotiations and procurement processes and be able to articulate value with clarity and commercial insight.
- A strong analytical mindset is essential, including the ability to interpret dashboards, usage data and CRM metrics to shape strategic decisions.
- You will be experienced in managing high-volume customer portfolios and will demonstrate very strong organisational skills, adaptability and resilience.
- Your communication skills will allow you to build trust quickly and manage relationships across varied stakeholder levels.
- Proficiency in Salesforce or a similar CRM is required, as is fluency in English; additional languages such as Italian, Spanish or French are advantageous.
- Familiarity with the fashion, beauty, interiors or consumer goods landscape will further support your success in the role but it is not essential.
What we offer
Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including:
- 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.
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.
Top Skills
Salesforce
WGSN London, England Office
15 Air Street, London, United Kingdom, W1B 5
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