General Manager – Customer Experience
Cammeray, Sydney / North Melbourne, VIC (National Scope) – Full Time
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.
Responsibilities
* 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
Qualifications / 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 the opportunity to help shape a high‐performing, future‐ready workforce, you can expect to be part of a supportive and inclusive environment where your contributions matter. We value your growth and offer enhanced leave entitlements so you can invest in yourself and be present for the moments that truly matter.
Inclusion and diversity at Rauland
At Rauland, we're committed to building an inclusive workforce and continuously challenging ourselves to improve. If you're passionate about this opportunity but require adjustments to ensure your success, we encourage you to reach out – we'd still love to hear from you!
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