General Manager of Digital & Customer Experience

KIA Motors; Sydney; On-site; AUD 180,000 - 280,000; Full time

Job summary

Kia Australia is seeking a General Manager of Digital & Customer Experience to lead the digital and customer experience agenda across online and offline channels. You will drive data-led decision making, customer-centric transformation, and measurable commercial value while collaborating with executives and cross-functional teams.

You will shape journeys, optimise platforms, and mentor high-performing teams to deliver exceptional customer experiences and business growth.

Qualifications

• Significant leadership experience in Digital, Customer Experience, or related field.
• Proven track record delivering digital/customer experience strategies.
• Strong expertise in customer journey mapping and analytics.

Responsibilities

• Develop and execute the digital and customer experience strategy aligned to business objectives.
• Lead digital channels including website, mobile, eCommerce, apps, CRM, and digital marketing platforms.
• Design and optimise end-to-end customer journeys across key touchpoints.
• Use customer insights, data, and analytics to improve CX and business performance.
• Drive digital innovation and transformation initiatives to enhance engagement and efficiency.
• Partner with tech, marketing, product, and operations to deliver seamless customer experiences.
• Oversee CX measurement and digital performance metrics.
• Manage digital platforms, vendors, and agencies.
• Lead and develop high-performing digital and CX teams.
• Ensure digital investments deliver commercial value and growth.

Skills

Leadership

Strategy development

Customer journey mapping

UX/CX principles

Analytics & data-driven decisions

Stakeholder management

Communication

Education

Bachelor's degree in Marketing/Digital or related field

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

• 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

• 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.