Head of Customer Experience – Australia

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

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.