Account Director – Customer Care
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Location: Birmingham (Hybrid)
Role 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.
Seniority Level
* Mid‑Senior level
Employment Type
* Full‑time
Job Function
* Project Management, Sales, and Business Development
Industries
* Accounting
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