Client Account Director - Customer Care

WeAreTechWomen; Birmingham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive marketing agency is seeking an Account Director for Customer Care to lead loyalty and retention strategies, develop insight-driven communication frameworks, and inspire a high-performing team. This role requires strong integrated marketing experience, with a detail-oriented and commercially astute mindset. The position is hybrid, based in Birmingham, and offers a unique opportunity to shape customer care functions for a global automotive client.

Qualifications

• Strong integrated marketing experience, particularly digital and BTL.
• Automotive, luxury or lifestyle brand experience is a plus but not essential.
• Confident, collaborative with strong leadership abilities.

Responsibilities

• Lead loyalty and retention communications strategies.
• Develop clear programme frameworks based on customer insight.
• Own commercial performance for the department.

Skills

Integrated marketing experience

Advertising origination

Emotional intelligence

Leadership

Job description

Job Description

Role: Account Director - Customer Care

Location: Birmingham (Hybrid)

Career Level: 8

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.

Locations

Birmingham

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