Head of User Engagement

Bondi Junction

HealthShare is a health tech company. We help people make better health decisions and build tools for health professionals.

HealthShare’s solutions help millions of health professionals and patients each year around Australia. We use technology as a tool to improve efficiencies and enable connections between patients and healthcare professionals.

Founded in 2010, we are backed by Fairfax Digital Ventures and have been recognised by Westpac (Top 20 Businesses of Tomorrow Award, 2017) and Deloitte (Fast 50 and Fast 500, 2014-2018) for our innovation and business growth.

About the role

The Head of User Engagement is responsible for driving all activities to ensure maximum uptake and engagement from users of HealthShare’s (HS) digital platform. Key performance metrics include the number of active General Practitioner (GP) users engaged with the platform.

The Head of User Engagement will work closely with the Chief Product Officer (CPO), ensuring that feedback from GP users is incorporated into future product development. In addition, the Head of User Engagement will work closely with the Chief Commercial Officer (CCO) to develop offerings that ethically and appropriately leverage the GP user base of the HS platform.

Directly reporting to the Chief Executive Officer (CEO), the Head of User Engagement will be a senior leader in the business, developing and driving a positive, high performance and collaborative culture.

Responsibilities

GP Engagement:

  • Maintain deep understanding of general practice landscape and align internal resources to anticipate user needs and exceed expectations.
  • Design and implement the optimal organisation structure, infrastructure and resourcing capable of delivering our GP user growth and retention objectives.
  • Develop, execute and improve GP engagement strategies in order to deliver aggressive and sustainable user growth.
  • Build and grow a customer success capability that can onboard, nurture, retain and support GP practices and GP users.
  • Lead conversations and engagement with the largest and most strategic GP practices and partnerships.
  • Work closely with direct reports and key internal stakeholders to ensure that we are effectively selling and driving market adoption of our platform.
  • Secure new and manage existing strategic partnerships.
  • Develop and manage genuine, long-term partnerships with peak bodies to improve digital capability in general practice and facilitate adoption of the HS platform.
  • Lead user engagement forecasting activities and planning with key internal stakeholders (annual, quarterly and monthly).

Marketing & Sales:

  • Establish and grow a direct sales team to engage and activate new GP practices and GP users.
  • Create and execute marketing campaigns to engage GP practices and GP users.
  • Develop and optimise, together with the Operations team, infrastructure and processes to support rapid GP user growth and engagement.

Specialist Engagement:

  • As required, conduct all of the above activities for agreed / defined segments of specialty medicine.

Product Development:

  • Create engagement channels to continuously collect and analyse GP feedback to improve the HS platform and GP usage metrics.
  • Work with the product team to prioritise resource and timing for the launch of new platform features that will further engage users.
  • Build and optimise, together with the Product team, processes and strategies to facilitate product feedback from GP practices and GP users to help inform the product development pipeline.

Team Leadership:

  • Deliver strategic leadership to define the strategy and operational execution plan to grow GP usage across the HS platform.
  • Manage, lead and coach direct reports (and their teams), while building team capabilities.
  • Develop collaborative working relationships within the organisation (e.g. product, commercial teams) in pursuit of our overall business goals.
  • Develop and manage employee compensation schemes that motivate achievement and reward success.
  • Ensure operations are continuously improved through strong processes, systems, policies, procedures and reporting.
  • Drive a high energy, entrepreneurial and positive culture across the business, acting as a role model and demonstrating behaviours that are consistent with HS’ values.

Skills and attributes

Qualifications:

  • Hold a relevant undergraduate university degree.
  • Postgraduate study is desired but not essential.

Experience:

  • 10+ years’ experience in sales or business development functions, with at least 5 years managing a successful sales team.
  • 5+ years’ experience in the health sector (with a focus on the GP market).
  • Deep understanding of the health sector and its unique challenges.
  • A demonstrated track record of leading and developing a successful sales organisation that can deliver exceptional results.
  • A track record in developing and executing marketing campaigns, ideally focused on health professionals.
  • Demonstrated experience in developing and executing successful strategies for new product launches.
  • Demonstrated experience and knowledge of customer success strategies to nurture and retain users/customers
  • Experience in a fast-paced entrepreneurial environment with an ability to juggle changing priorities will be essential.

Skills:

  • Strong leadership and communication skills.
  • Outstanding management skills with a clearly demonstrable track record.
  • Strong negotiation and analytical skills.
  • Ability to “lead from the front”, engaging with key GPs and partners, supporting sales leaders and ensuring delivery of a world class customer experience.
  • Ability to think creatively and develop non-traditional solutions to complex business challenges.

Perks and benefits

  • Professional development and training
  • Free food and Friday drinks
  • Rewards for referring like-minded, talented individuals
  • Access to our Employee Assistance Program for your mental health and wellbeing
  • Discounts on gym membership, Apple, JB HiFi, and many more

We are committed and passionate about creating an inclusive culture that fosters diversity in an environment where all people are respected, appreciated and able to contribute their ideas. We encourage applications from diverse backgrounds including Aboriginal and Torres Strait Islander people and are always on the lookout for talented, passionate and supportive individuals who align with our values.