At a Glance
- Tasks: Lead Kia's customer experience strategy and drive innovative initiatives across Australia.
- Company: Join Kia Australia, a globally recognised automotive brand focused on customer experience.
- Benefits: Enjoy career growth, professional development, and competitive benefits in a collaborative culture.
- Other info: Be part of transformative initiatives that shape the entire customer journey.
- Why this job: Make a real impact on customer loyalty and brand reputation in a dynamic environment.
- Qualifications: Senior leadership experience in customer experience, preferably in the automotive industry.
The predicted salary is between 117000 - 143000 $ per year.
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.
If this sounds like something you would be interested in, we would love to see your application. Please send us your current resume and cover letter.
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General Manager – Customer Experience in Ryde employer: Kia Australia Pty Ltd
As the Head of Customer Experience & Transformation, you will join a dynamic team in the heart of New York City, where innovation meets collaboration. Our company prides itself on fostering a vibrant work culture that prioritises employee growth and development, offering unique opportunities to lead transformative projects that enhance customer satisfaction. With competitive benefits and a commitment to work-life balance, we are dedicated to creating a rewarding environment for our employees.
