Service Experience Senior Manager

Ocean to Earth Recruitment is working with a leading UK natural environment consultancy to recruit a Service Experience Senior Manager for its Coventry headquarters.

This is a senior operational and commercial management opportunity within an established, purpose-led environmental business. You will play an important role in shaping how the organisation manages its client experience, proposals, projects and internal operational processes, while leading and developing a high-performing team.

If you have experience across consultancy operations, commercial management, client services, project delivery or business operations and would like to bring that expertise into the environmental sector, this could be an excellent next step.

The Opportunity

Our client has been operating for more than 30 years and employs over 100 natural environment professionals and support colleagues across the UK.

The consultancy works with businesses and landowners across a range of sectors, helping clients protect and enhance the natural environment, restore biodiversity and respond to changing environmental legislation, policy and climate challenges.

The business is entering an important period of continued development, with the enhancement of the natural environment at the heart of its strategy.

As Service Experience Senior Manager, you will sit at the centre of its operational and client-facing activities, helping ensure the systems, processes and people supporting project delivery are working effectively.

This is not simply an administrative management position. You will have responsibility for commercial processes, proposals, client relationships, project oversight, CRM and reporting, alongside people management and continuous improvement.

What Will You Be Doing?

Your responsibilities will include:

• Leading and overseeing the workflow for fee proposals and quotations, maintaining appropriate standards, processes and quality control.

• Developing a strong understanding of the consultancy's services, products and commercial fee structures.

• Overseeing the CRM system, including pipelines, conversion rates and operational resourcing.

• Maintaining strategic oversight of project administration and ensuring systems and processes remain effective and consistently applied.

• Taking ownership of significant or complex projects, overseeing delivery and managing risk.

• Monitoring project workflow and status across the business.

• Providing oversight of RAMS compilation, administration and invoice processing.

• Supporting subcontractor and seasonal employee management and wider supply chain relationships.

• Supporting business operations including procurement, premises, fleet, financial administration, insurance and reporting.

• Assisting with internal audits, accreditation renewals and ISO compliance.

• Working closely with HR and supporting the effective induction of new employees.

• Line managing and developing members of the Service Experience team.

• Coaching colleagues to strengthen their commercial understanding and capability.

• Identifying opportunities to improve systems, processes and client experience.

• Developing management information, dashboards and reporting for senior stakeholders.

• Building strong relationships with clients and colleagues across the consultancy.

• Contributing to wider leadership, organisational change and strategic development.

What Are We Looking For?

We are interested in speaking with experienced professionals who can bring together people, processes, projects, clients and commercial awareness.

You could already be working within environmental consultancy, ecology or another technical consultancy. Equally, we would be interested in transferable experience from a professional services or project-led organisation.

Ideally, you will bring:

• Experience in an operational management role within a growing or changing business.

• Strong commercial awareness and an understanding of how a consultancy or professional services organisation operates.

• Experience managing proposals, projects or business support functions.

• Client relationship management experience.

• Project or programme management knowledge.

• Experience using CRM and/or project management systems.

• Financial management experience, including monitoring budgets and expenditure.

• Experience producing management information and reporting for senior stakeholders.

• Strong organisational skills and the ability to manage multiple priorities.

• People management experience, including coaching and developing team members.

• Confidence analysing complex information and using it to support effective decision-making.

• A proactive approach to identifying and implementing improvements.

A full UK driving licence would be desirable but is not essential.

Desirable Experience

Experience within an environmental, ecological or natural environment consultancy would be particularly valuable, but it is not essential.

Other useful experience could include:

• Managing commercial fee proposals or submissions.

• Bid management and public sector procurement.

• Key account or supply chain management.

• Working across geographically distributed teams.

• Bitrix24 or similar CRM/project management systems.

• Fleet, premises or facilities management.

• ISO standards, audits or accreditation processes.

• A relevant business or environmental qualification.

• Membership of a professional body such as CMI, ILM or APM.

Most importantly, we are looking for someone who can see the bigger operational picture while remaining comfortable getting involved in the detail when required.

Why Consider This Opportunity?

This is an opportunity to apply your commercial and operational expertise within a business whose work is directly connected to nature, biodiversity and environmental improvement.

You will be joining an established consultancy at an interesting stage of its development, with the opportunity to influence how services are delivered, improve the client experience and support colleagues across the organisation.

The wider organisation also has a strong connection to nature conservation, with profits invested each year into supporting the work of a local Wildlife Trust.

Benefits

The package includes:

• Competitive salary dependent on experience

• 7% employer pension contribution

• 24 days' annual leave plus statutory bank holidays, increasing with length of service

• An additional two weeks' paid holiday during the sixth year of continuous employment, with similar additional leave in the 11th, 16th and 21st years

• Employee Assistance Programme

• Extensive training and development support

• The opportunity to build your career within a purpose-led natural environment organisation

Our client is committed to diversity, inclusion and providing fair and equal access to opportunities. Reasonable adjustments can be made throughout the recruitment and interview process.

Apply

Ocean to Earth Recruitment is managing applications for this opportunity.

If you have senior operational, commercial, consultancy or client service experience and are interested in bringing those skills into a business focused on protecting and enhancing the natural environment, we would love to hear from you.

Please send your CV to Vicky at vicky@oceantoearth.co.uk.

You do not need to meet every desirable criterion. If the role sounds aligned with your experience and the direction you would like your career to take, please get in touch for a confidential conversation.