General Manager – Customer Experience
Kia Australia is seeking a visionary and strategic leader to join our executive team as General Manager – Customer Experience. This is a rare opportunity to shape the future of customer engagement across every touchpoint—from lead generation to ownership—and build lasting loyalty to one of the world's most innovative automotive brands.
About the Role
As the General Manager – Customer Experience, you will champion the evolution of Kia's customer journey across Australia. You'll drive strategic initiatives that simplify, optimise, and elevate the customer experience, ensuring every interaction reflects Kia's commitment to quality, innovation, and care.
Key Responsibilities
* Strategically develop and implement initiatives to enhance the customer experience across all touchpoints.
* Drive the strategic vision for customer experience across pre-sale, sales, handover, aftersales, and ownership.
* Champion cross-functional alignment to deliver consistent, premium customer experiences.
* Oversee the Customer Care team and set the standard for service.
* Manage Kia Australia's responses to leads, sales, handovers, service communications, and customer complaints.
* Develop innovative programs and service enhancements in partnership with marketing, dealer networks, and product teams.
* Lead CX transformation projects including CRM implementation (Salesforce), and communications automation.
* Establish KPI frameworks to track, report, and optimise customer satisfaction and loyalty (CSI/NPS).
* Foster customer-centric thinking throughout the organisation and advocate for customer needs at the executive level.
* Ensure timely, and relevant, communication to customers across the lifecycle.
* Build a continuous improvement culture through customer insight, feedback loops, and predictive analytics.
* Represent Kia's voice-of-customer agenda in executive and industry forums.
Qualifications & Experience
* Strong experience in a senior leadership role within customer experience, preferably in automotive or another customer-intensive industry.
* Proven success in leading CX strategy and transformation at a national level.
* Demonstrated experience in digital enablement and CX innovation.
* Strong understanding of OEM operations and dealer network dynamics.
* Tertiary qualifications in business, marketing, or a related field.
Why Kia?
* Be part of a growing, globally recognised and rewarded automotive brand.
* Kia is enhancing its focus on CX across its global operations.
* Lead transformative initiatives that shape customer loyalty and brand reputation.
* Work in a collaborative, high-performance culture.
* Enjoy career growth, professional development, and competitive benefits.
* Make a meaningful impact across the entire customer journey.
If this sounds like something you would be interested in, we would love to see your application.
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