General Manager- Customer Experience

Kia Australia Pty Ltd; Sydney; On-site; AUD 180,000 - 280,000; Full time

Job summary

Kia Australia Pty Ltd seeks a strategic General Manager – Customer Experience to lead the end-to-end customer journey across Australia, from initial contact to long‑term ownership, building loyalty for a global automotive brand.

You will define the CX strategy, drive transformation, and partner with dealers and internal teams to deliver a premium, consistent customer experience across all touchpoints. This executive role requires strong leadership and change‑management capabilities.

Qualifications

• Senior leadership experience in customer experience, preferably within automotive or a similarly customer‑intensive industry.
• Proven success leading national-scale CX strategy and transformation initiatives.
• Strong capability in digital enablement, CRM platforms and CX innovation.
• Sound understanding of OEM operations and dealer network dynamics.
• Tertiary qualifications in business, marketing or a related discipline.
• Experience operating at an executive or enterprise leadership level, influencing outcomes across complex stakeholder environments.

Responsibilities

• Define and lead Kia Australia’s national customer experience strategy across pre‑sale, sales, handover, aftersales, and ownership.
• Champion customer‑centric decision‑making and represent the voice of the customer at executive level.
• Drive cross‑functional alignment to deliver a consistent, premium customer experience across all channels and touchpoints.
• Lead CX transformation initiatives, including CRM implementation (Salesforce), communications automation, and digital enablement.
• Partner with Marketing, Sales, Aftersales, Product, and the dealer network to design and deliver innovative CX programs and service enhancements.
• Foster a culture of continuous improvement using customer insights, feedback loops, and predictive analytics.
• Oversee the Customer Care function, setting clear service standards and using customer feedback and complaints as a driver of systemic improvement.
• Ensure timely, relevant, and consistent communication with customers throughout the ownership lifecycle.
• Manage Kia Australia’s responses to customer leads, sales and service communications, handovers, and escalations.
• Establish and manage CX performance frameworks, including CSI, NPS, and other loyalty and satisfaction metrics.
• Track, report, and optimise customer outcomes through data‑driven insights and executive reporting.
• Monitor emerging customer trends and industry benchmarks to inform strategic decision‑making.
• Represent Kia Australia’s customer experience agenda in executive, dealer and industry forums.

Skills

Senior leadership

CX strategy

CRM platforms

Digital enablement

Stakeholder management

Education

Bachelor-level in business/marketing or related

Tools

Salesforce

Job description

General Manager – Customer Experience

Kia Australia is seeking a strategic and visionary leader to join our executive team as General Manager – Customer Experience. This role offers a rare opportunity to define and lead the end-to-end Kia customer journey across Australia, from first contact through to long‑term ownership, and to build enduring customer loyalty for one of the world’s most innovative automotive brands.

About the Role

As the General Manager – Customer Experience, you will be accountable for the strategy, design, and continuous improvement of Kia’s customer experience across all touchpoints. You will drive enterprise‑wide strategic initiatives that simplify, optimise and elevate the customer experience, ensuring every interaction reflects Kia’s commitment to quality, innovation and care.

Operating at an executive level, you will influence cross‑functional teams, partner closely with the Kia dealer network and embed a customer‑centric mindset throughout the organisation.

Key Responsibilities

Customer Experience Strategy & Leadership

• Define and lead Kia Australia’s national customer experience strategy across pre‑sale, sales, handover, aftersales, and ownership.
• Champion customer‑centric decision‑making and represent the voice of the customer at executive level.
• Drive cross‑functional alignment to deliver a consistent, premium customer experience across all channels and touchpoints.

Transformation & Enablement

• Lead CX transformation initiatives, including CRM implementation (Salesforce), communications automation, and digital enablement.
• Partner with Marketing, Sales, Aftersales, Product, and the dealer network to design and deliver innovative CX programs and service enhancements.
• Foster a culture of continuous improvement using customer insights, feedback loops, and predictive analytics.
• Oversee the Customer Care function, setting clear service standards and using customer feedback and complaints as a driver of systemic improvement.
• Ensure timely, relevant, and consistent communication with customers throughout the ownership lifecycle.
• Manage Kia Australia’s responses to customer leads, sales and service communications, handovers, and escalations.

Measurement & Performance

• Establish and manage CX performance frameworks, including CSI, NPS, and other loyalty and satisfaction metrics.
• Track, report, and optimise customer outcomes through data‑driven insights and executive reporting.
• Monitor emerging customer trends and industry benchmarks to inform strategic decision‑making.

External Representation

• Represent Kia Australia’s customer experience agenda in executive, dealer and industry forums.

Qualifications & Experience

• Senior leadership experience in customer experience, preferably within the automotive or a similarly customer‑intensive industry.
• Proven success leading national‑scale CX strategy and transformation initiatives.
• Strong capability in digital enablement, CRM platforms and CX innovation.
• Sound understanding of OEM operations and dealer network dynamics.
• Tertiary qualifications in business, marketing or a related discipline.
• Experience operating at an executive or enterprise leadership level, influencing outcomes across complex stakeholder environments.

Why Kia?

• Join a growing, globally recognised and rewarded automotive brand.
• Be part of Kia’s enhanced focus on CX across its global operations.
• Lead transformative initiatives that shape customer loyalty and brand reputation.
• Work in a collaborative, high‑performance culture.
• Access career growth, professional development and competitive benefits.
• Make a meaningful, visible impact across the entire customer journey.