General Manager Customer Experience

Shape the future of supporter experience and make a real impact with the iconic RFDS (Queensland).

Classifications

• Volunteer / Charity / Community
• Fundraising
• Permanent / Full Time

Key points

• Join our multi-award-winning Fundraising & Philanthropy team in Queensland!
• Flexible working arrangements available and FREE parking when at the office
• Competitive salary + super + tax free benefits up to $18, 550

Description

Are you a visionary leader who thrives at the intersection of strategy, innovation, data, and human connection? Join one of Australia’s most trusted and iconic organisations - the Royal Flying Doctor Service (RFDS) (Queensland Section) and help us deliver the finest care to the furthest corner.
  
Internally known as General Manager Supporter Experience, you’ll be at the heart of our mission, leading the transformation of how we engage with the generous Australians who fuel our life-saving work. You'll own the end-to-end supporter journey - from first click to lifelong connection - shaping digital strategy, innovation, CRM strategy, data insight, and supporter services to grow impact, loyalty, and revenue.
  
Your goal will be to grow and lead a multidisciplinary team of specialists that puts the supporter at the centre of everything we do.  You will drive insight-led decision-making and continuous improvement across the entire supporter journey, ensuring the seamless integration of digital platforms, data systems, and human interactions to enhance engagement, loyalty and lifetime value.
  
You’ll be joining a state-based team that raises over $35 million annually. This role is pivotal in driving sustainable income growth for the RFDS, directly supporting the continuation of our essential healthcare services across Australia.
  
Key Responsibilities:

• Lead and inspire a team spanning digital, data, innovation, and supporter services
• Design and implement a best-in-class end-to-end supporter experience across all touchpoints
• Champion a supporter-first culture and drive continuous improvement across supporter engagement and digital fundraising
• Oversee strategic development and day-to-day performance of the CRM system
• Implement organisation-wide supporter feedback frameworks that inform insight-driven decision-making
• Drive innovation, experimentation and digital enablement in fundraising strategies
• Collaborate with cross-functional teams to ensure alignment, compliance and supporter satisfaction
• Lead operational budget planning for the Supporter Experience portfolio
• Ensure privacy, data governance and compliance with relevant regulations and standards

You will be able to demonstrate:

• A minimum 7–10 years’ experience in senior leadership roles within customer experience, supporter engagement, or digital innovation
• A strong understanding of CRM systems, digital marketing tools, and data-driven strategy
• Experience leading multidisciplinary teams across technical and customer-facing functions while fostering cohesion and collaboration
• Proven capability in designing and delivering transformational change
• Strategic thinking with a high level of commercial and digital literacy
• Strong communication, collaboration, and influencing skills with a record of executive-level engagement
• A passion for innovation, improvement, and curating exceptional supporter experiences
• Relevant tertiary qualifications in marketing, business, technology, or related discipline

Why work for us?

At the RFDS (Queensland Section), you’ll be driven by purpose not tasks; it's about being part of an organisation where, whatever your role, you make a difference each day to people’s lives. We offer flexibility so you can look after your well-being and commitments, getting the very best from life professionally and personally.

The RFDS is a leader in delivering aeromedical and primary healthcare to remote, rural, and regional communities. As the RFDS soars towards its 100th year of providing the finest care, in the furthest corner, we have several innovative initiatives on the horizon. With projects in the pipeline, it’s an exciting time to join the RFDS with many new prospects around the corner!

We value our people, and we are passionate about making a difference for people who live, work and travel in remote, rural, and regional Australia. By joining the RFDS, you will have access to the following:

• Be a part of an award-winning Fundraising & Philanthropy team, driven by best-practice fundraising and dedicated to a culture focused on donor centricity and care
• Work-life balance with work from home options and FREE parking when at the office
• Access to a generous salary & not-for-profit tax-free benefit up to $18,550
• Access to our Employee Assistance Program including counselling, nutrition sessions, financial sessions, and legal advice
• Receive Private Health insurance discounts
• Access to our newly launched Fitness Passport (for staff and family members) that provides discounted gym and health center access

Interested? 

For further information regarding this role please contact Deb Frankel, RFDS Talent Acquisition Advisor on 07 3852 7553 or recruitment@rfdsqld.com.au    

Applications will close by 21 July 2025 - but don’t delay as shortlisting will commence immediately!

Successful candidates will be subject to a police check and may be required to undergo a medical assessment and pre-employment drug and alcohol testing. You must possess a valid, unrestricted Australian Driver's Licence.
  
The RFDS acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the first inhabitants of the nation and the Traditional Custodians of the land. The RFDS is committed to eliminating all forms of discrimination in the provision of healthcare. We embrace diversity and welcome all people irrespective of faith, ethnicity, sexual orientation or gender identity.