General Manager – Customer Experience
- Lead the unification of marketing, sales enablement, and customer experience into a cohesive growth engine.
- Own the end-to-end B2B customer journey and drive measurable commercial outcomes.
- Shape Rauland''s market engagement and redefine buyer journeys and engagement models.
Cammeray, Sydney based; Melbourne considered
- 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
At Rauland, we are transforming healthcare with leading digital health solutions that truly make a difference. Our Concentric Care platform, fuelled by locally developed technology, supports our 400+ customers in tackling critical health challenges every day. Built from the ground up and with 30+ years in the game, we’ve grown to a team of more than 215 passionate people across six locations in Australia and New Zealand. We are driven by curiosity and committed to advancing outcomes for everyone in healthcare.
As we continue to expand, envision being part of a company that’s ready to seize new opportunities, innovate and make an impact. By joining Rauland, you’ll be a part of our exciting journey of innovation and growth and experience a rewarding and fulfilling place to build your career.
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 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.
Interested?
If you’re passionate about building capability, driving performance, and making a real difference in the healthcare tech space, we’d love to hear from you. APPLY NOW and help us shape a culture of growth and innovation at Rauland.
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!
Back to top
We vet all employer accounts and do our best to keep job ads safe, but scams can still occur. Be cautious when sharing personal information — never provide financial details or make payments during the application process. For extra security, use the Apply button on our site when proceeding.