Job Description

General Manager- Customer Experience Kia Australia Pty Ltd-Ryde, NSW, AU

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Job Description

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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.

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About the Role

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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.

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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 organization.

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Key Responsibilities

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Customer Experience Strategy & Leadership

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

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- Lead CX transformation initiatives, including CRM implementation (Salesforce), communications automation, and digital enablement.
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- Partner with Marketing, Sales, Aftersales, Product, and the dealer network to design and deliver innovative CX programs and service enhancements.
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- Foster a culture of continuous improvement using customer insights, feedback loops,



and predictive analytics.
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- Oversee the Customer Care function, setting clear service standards and using customer feedback and complaints as a driver of systemic improvement.
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- Ensure timely, relevant, and consistent communication with customers throughout the ownership lifecycle.
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- Manage Kia Australia's responses to customer leads, sales and service communications, handovers, and escalations.
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Measurement & Performance

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

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- Represent Kia Australia's customer experience agenda in executive, dealer and industry forums.
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Qualifications & Experience

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

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- Join a growing, globally recognised and rewarded automotive brand.
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- Be part of Kia's enhanced focus on CX across its global operations.
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- Lead transformative initiatives that shape customer loyalty and brand reputation.
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- Work in a collaborative, high-performance culture.
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- Access career growth, professional development and competitive advantages.
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- Make a meaningful, visible impact across the entire customer journey.
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📌 General Manager- Customer Experience (New South Wales)
🏢 Kia Australia
📍 New South Wales