General Manager of Digital & Customer Experience

KIA Australia; Sydney; On-site; AUD 220,000 - 320,000; Full time

Job summary

Kia Australia is seeking a General Manager of Digital & Customer Experience to shape how customers engage with the brand across digital and physical channels. You will drive digital innovation, customer-centric transformation, and data-led decision-making to improve engagement, conversion, retention, and satisfaction.

In this role you will lead digital channels, optimize journeys, and ensure digital investments deliver measurable commercial value while working with executives and

Qualifications

• Significant leadership experience in digital and customer experience domains.
• Proven ability to develop and deliver digital/customer strategies that drive commercial value.
• Strong expertise in journey mapping, UX/CX principles, and analytics.

Responsibilities

• Develop and execute the digital and customer experience strategy aligned to business objectives.
• Lead digital channels including website, mobile, eCommerce, apps, portals, CRM, and digital marketing platforms.
• Design and optimise end-to-end customer journeys across key touchpoints.
• Use data and insights to improve CX and business performance.
• Drive digital innovation and transformation to enhance engagement and efficiency.
• Collaborate with technology, marketing, product and operations to deliver seamless experiences.
• Oversee CX measurement and digital performance metrics.

Skills

Leadership

CX strategy

Digital transformation

Analytics

Stakeholder mgmt

Education

Bachelor's degree in Marketing or Digital

Tools

Salesforce CRM

Job description

General Manager of Digital & Customer Experience

We are seeking an experienced and commercially minded General Manager, Digital & Customer Experience, who will be responsible for shaping how customers engage with our brand across both digital and physical channels. You will drive digital innovation, customer-centric transformation, and data-led decision-making to improve engagement, conversion, retention, and overall customer satisfaction.

Working closely with executive stakeholders and cross-functional teams, you will play a pivotal role in delivering exceptional customer experiences while ensuring digital investments create measurable commercial value.

About Kia Australia

Kia is one of the world’s fastest-growing automotive brands, recognised globally for bold design, innovation and award-winning vehicles such as the EV6, Sportage and Sorento. At Kia Australia, we’re not just building cars — we’re leading the future of mobility through cutting-edge technology, electrification and a strong commitment to sustainability.

With the continued growth of the Kia brand across Australia, there has never been a more exciting time to join our team. We foster a progressive, inclusive culture where people are empowered to grow, make an impact and help shape what’s next.

About the Role

As the GM, Digital & Customer Experience, you will:

Develop and execute the digital and customer experience strategy aligned to business objectives.

Lead digital channels including website, mobile, eCommerce, apps, customer portals, CRM, and digital marketing platforms.

Design and optimise end-to-end customer journeys across key touchpoints.

Use customer insights, data, and analytics to improve customer experience and business performance.

Drive digital innovation and transformation initiatives to enhance customer engagement and operational efficiency.

Partner with technology, marketing, product, and operations teams to deliver seamless customer experiences.

Oversee customer experience measurement and digital performance metrics.

Manage digital experience platforms, vendors, and agency relationships.

Lead and develop high-performing digital and customer experience teams.

Ensure digital investments deliver commercial value, customer outcomes, and business growth.

Lead a digital performance marketing framework that tracks and optimises investment.

About You

To be successful in this role, you will bring:

Significant leadership experience in Digital, Customer Experience, eCommerce, Digital Transformation, or a related discipline.

A proven track record of developing and delivering successful digital and customer experience strategies.

Strong expertise in customer journey mapping, UX/CX principles, digital platforms, and analytics.

Experience leveraging Salesforce CRM to drive customer engagement, marketing effectiveness, sales pipeline visibility, and data-driven decision-making.

Demonstrated success leading large-scale transformation programs and cross-functional teams.

Strong commercial acumen with the ability to balance customer outcomes and business performance.

Excellent stakeholder management, influencing, and communication skills.

A Bachelor's degree in Marketing, Digital, or a related field.

What You’ll Bring

Champion customer needs and experience

Strategic and innovative thinking

Strong leadership and people development skills

Ability to influence and collaborate across all levels of the organisation

Passion for digital innovation and continuous improvement

Why Join Us?

This is a unique opportunity to shape the future of our digital and customer experience capabilities. You will have the opportunity to lead transformational initiatives and make a significant impact on business growth and customer outcomes.

If you are a forward-thinking digital and customer experience leader with a passion for innovation and customer excellence, we would love to hear from you.

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• What's your expected annual base salary?
• How many years' experience do you have as a general manager?
• How much notice are you required to give your current employer?
• Do you have Customer Journey Mapping experience?
• How many years experience in Digital Innovation do you have?

but actually we started making bicycles back in 1944.

For over 75 years, we have been putting people on the move.

We have proudly delivered solutions that help people move

from one location to another,

connecting them with each other,

and bridging physical and emotional distances between them.

As you can see,

movement has always been at the heart of our brand,

and moving people at the core of our business,

and it will remain like this in the future,

regardless of all the changes taking place in our industry.

Source: This is an extract from the company's own website.

Kia has a long history of making cars,

but actually we started making bicycles back in 1944.

For over 75 years, we have been putting people on the move.

We have proudly delivered solutions that help people move

from one location to another,

connecting them with each other,

and bridging physical and emotional distances between them.

As you can see,

movement has always been at the heart of our brand,

and moving people at the core of our business,

and it will remain like this in the future,

regardless of all the changes taking place in our industry.

Source: This is an extract from the company's own website.