* Bring marketing, sales enablement and customer experience together into one growth driving engine
* Own the end to end B2B customer journey and deliver measurable commercial outcomes
* Build the playbook, align the teams and define the next stage of growth
* Cammeray, Sydney / North Melbourne, VIC Location (National Scope)
Why us
Rauland Australia and New Zealand is a trusted leader in healthcare technology, empowering care and shaping its future through innovation, collaboration and long-term partnerships. With about 250 staff across seven locations, we have supported healthcare providers deliver efficient, improved and more connected care for over 30 years.
You'll have the opportunity to do meaningful work in a supportive, inclusive environment where you'll feel valued, trusted and encouraged to grow both personally and professionally with access to enhanced leave and development opportunities.
The role
We are seeking a hands on, strategic General Manager Customer Experience to lead the unification of marketing, sales enablement and customer experience into a single, cohesive growth engine. Reporting directly to the CEO and joining the Executive Team, this role is instrumental in shaping how Rauland engages the market, positions its solutions and builds long term, high value customer relationships.
This is not a traditional marketing or CX role. The General Manager – Customer Experience owns the end-to-end B2B customer journey and is accountable for commercial growth, retention and customer lifetime value. As Rauland evolves from a hardware and software provider to a solutions led healthcare technology partner, this role will play a pivotal part in redefining our buyer journeys, engagement models and go to market approach.
How would you contribute to our success?
* Unify marketing, sales enablement and customer experience into one integrated growth operating model and playbook
* Own and optimise the end to end B2B customer journey, from acquisition through adoption, retention and advocacy
* Drive commercial growth outcomes, including pipeline quality, win rates, retention, expansion and customer lifetime value
* Lead Rauland's evolution from product led to solution led go to market positioning
* Define and activate a growth measurement framework, aligning KPIs across acquisition, engagement, loyalty and CLV
* Establish common engagement models, journey blueprints and ways of working across teams
* Partner closely with Sales, Product, Clinical and Services to align customer experience with commercial priorities
* Lead, coach and inspire a high performing team with clarity, accountability and energy
* Represent Rauland as a senior executive internally and externally
What will make your application stand out?
* Senior leadership experience across marketing, sales enablement and customer experience
* Proven accountability for growth outcomes, not just activity or brand measures
* Strong B2B experience positioning technology and solutions in complex markets
* Demonstrated capability defining buyers, engagement models and customer lifecycle value
* Track record working with growth metrics such as win rate, retention, expansion and CLV
* Exposure to healthcare, digital transformation or regulated B2B environments (highly regarded)
* Ability to operate strategically and hands on, architecting and executing through change
* Strong executive presence, communication and stakeholder influence
* Curious, tenacious, hard working, with genuine ground up energy
What can you expect in return?
In addition to doing genuinely meaningful work, you'll be part of a supportive and inclusive environment where you'll be challenged, trusted and valued. You'll have room to shape the future of the business, grow professionally and play a key role in Rauland's next stage of growth.
Inclusion and diversity at Rauland
Here are Rauland we are committed to providing an inclusive workforce and to continuously challenging ourselves on how we can improve this offering. If you are excited and passionate about this opportunity but would like us to consider how we could amend our role requirements or workplace practices, to better include you, and/or ensure you are set up for success, we would still love to hear from you!
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