Job Description

Account Director - Customer Care

Location:

Birmingham (Hybrid)

Overview

We're looking for a strategically minded, commercially strong leader to shape the future vision of the Customer Care (Ownership/Aftersales) function for a global automotive client. Reporting to the Content Studio Business Director, you'll balance long-term strategic thinking with hands-on leadership - driving consistently high-quality output while identifying and unlocking new opportunities for growth.

What You'll Do

Lead and evolve loyalty and retention communications strategies that drive revenue, customer value and long-term brand advocacy. Develop clear programme frameworks and campaigns rooted in customer insight, cultural relevance and business impact. Partner closely with senior client stakeholders to articulate a compelling long-term vision and define future growth territories. Work collaboratively with creative, strategy and brand teams to deliver insight-led, strategically anchored ownership content. Act as a strong partner in creative development - from briefing through to execution - ensuring work meets the highest standards. Build, lead and inspire a high-performing client services team Champion the Customer Care function internally and externally, elevating its strategic narrative and influence. Own commercial performance for the department, including forecasting, resourcing, financial governance and value delivery.

What We're Looking For

Strong integrated marketing experience (particularly digital and BTL), with hands-on advertising origination and production experience. Automotive, luxury or lifestyle brand experience is a plus but not essential. Strategic yet pragmatic; confident without ego, collaborative and able to challenge constructively. Commercially astute, detail-oriented and comfortable managing complexity at scale. * A natural leader with high emotional intelligence, curiosity and a strong sense of ownership.