Job DescriptionRole: Account Director - Customer Care
Location: Birmingham (Hybrid)
Role OverviewWe’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.
QualificationWhat 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.
LocationsBirmingham
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