Service Marketing Account Manager - Flow Automotive

Service Marketing Account Manager

The Flow Automotive marketing department is adding a Service Marketing Account Manager to our team. If you have deep knowledge of the automotive service business, are data-driven, results-oriented, organized, and comfortable turning analysis into action, this role is for you.

The Service Marketing Account Manager works closely with our brand-focused Account Managers, in-store service leadership, and internal marketing teams to ensure service departments meet both revenue and retention goals. This role is responsible for analyzing performance weekly, identifying gaps and opportunities, and executing marketing plans that improve customer pay revenue, retention, and overall service effectiveness.

This position is based on-site at our downtown Winston-Salem corporate headquarters and is part of a collaborative, multi-functional in-house automotive marketing group.

Objectives of the Role

• Drive measurable improvements in service revenue, including customer pay repair orders, warranty pay, and internal pay
• Create and execute marketing strategies that improve service retention performance
• Contribute to the achievement of weekly, monthly, and regional service revenue goals
• Own and support the full customer lifecycle from initial service appointment through long-term retention
• Ensure service marketing efforts are effective, compliant, consistent, and aligned with business goals

Key Responsibilities

Marketing Strategy and Execution

• Analyze store and regional performance to identify which customer segments require targeted messaging or intervention
• Develop and recommend data-driven marketing plans when stores are underperforming against revenue or retention goals
• Execute service marketing campaigns from concept through launch, including defining tactics, timelines, and success metrics
• Work with vendors and internal digital team to adjust and optimize campaigns based on performance trends and changing store needs

Performance Analysis and Reporting

• Monitor and analyze service performance on a weekly basis, including customer pay repair orders (CPRO), warranty pay, internal pay, and scheduled appointments
• Evaluate whether stores are on track to meet weekly and monthly revenue and retention goals
• Analyze manufacturer retention programs and ensure retention strategies are in place and performing as expected
• Prepare clear, actionable reporting for service leadership and internal stakeholders that highlights risks, opportunities, and recommended actions

Customer Lifecycle Ownership

• Support the full customer lifecycle from first service visit through repeat service and long-term retention
• Ensure marketing efforts align with key lifecycle moments, including maintenance intervals, recall or warranty transitions, and retention opportunities
• Work to close gaps where retention or customer pay revenue may be at risk

Collaboration and Vendor Management

• Collaborate with Service Directors, Service Managers, and manufacturers to align marketing efforts with operational goals
• Coordinate with internal design teams to develop email, print, and digital creative that aligns with brand standards and campaign objectives
• Partner with digital and social media teams to execute SEM, display, and social strategies across platforms such as Google, Facebook, Instagram, and YouTube
• Manage relationships with external vendors, ensuring timely execution, brand compliance, and strong performance

Skills and Qualifications

• 3 years of experience in automotive service
• 1-2 years of experience in marketing, with preferred experience in automotive service
• Proven experience interpreting and utilizing KPI and performance reports
• Strong analytical skills with the ability to translate data into clear recommendations and action plans
• Excellent written and verbal communication skills
• Strong critical thinking and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail
• Comfortable working cross-functionally with internal teams, leadership, and external partners
• Associate’s or Bachelor’s degree preferred

Flow Automotive Companies is committed to being on the cutting edge of the transportation industry and needs like-minded individuals to join our team. Our growth has been driven by a strategy to attract and develop high achieving people of outstanding character who are committed to operational excellence and to providing extraordinary personal service. Flow operates 54 automotive franchises representing 26 manufacturers in 10 cities and employs over 2,200 people in North Carolina and Virginia.

Flow provides competitive earning opportunities and a comprehensive benefits plan including:

• Medical, dental, and life insurance (including dependent coverage)
• Paid time off
• Paid volunteer time
• 401(k) Retirement Plan and Financial Wellness Program
• Thrive@Flow Wellness Program
• Employee pricing for automotive service and vehicle purchases
• Scholarship program for children of employees

Applicants must pass a pre-employment drug screening.

Flow Automotive Companies is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.