Second Nature

Clinician

• The Second Nature StoryThe ChallengeObesity has become a global epidemic; in the UK, we spend £9 billion a year alone on diseases like type 2 diabetes (that's 10% of the NHS budget). What's shocking is most of this is preventable - through sustained lifestyle and habit change.
• **Enter Second Nature.**
• We're here to help people take control of their health. By bringing together behavioural science, technology, and incredible people, our grand mission is to eradicate the global epidemic of chronic lifestyle diseases once and for all.
• About Us
• - 250,000+ lives positively changed through accessible, evidence-based healthcare.
• - 7,000+ Trustpilot reviews with an 'Excellent' rating from our members.
• - One of the UK's fastest-growing digital health companies, with ambitious plans for continued growth.
• - Trusted by the NHS and Vitality Health, with commissioned services that meet the highest standards of clinical quality.
• - A leader in GLP-1 weight management, and among the few providers approved to deliver these services within the NHS as the programme expands.
• - A place where people build careers, not just jobs - our average employee tenure is 4+ years, reflecting our culture, mission, and opportunities for growth.
• The RoleThis is an opportunity to work closely with, and under the clinical oversight of, our Principal Doctor, helping to build a safe, resilient NHS prescribing service as it continues to grow.
• You'll play a key role in the day-to-day clinical delivery of our private, BSOP and Specialist Weight Management (SWMS) pathways, prescribing, reviewing complex cases, actioning MDT outcomes, and supporting our health coaches. As a trusted member of the clinical team, you'll help ensure patients receive safe, high-quality care while contributing to the ongoing development and scalability of our services.
• This role offers real clinical responsibility, broad variety, and the opportunity to shape how a fast-growing digital health service delivers care.
• What You'll Do
• - Deliver prescribing support across our BSOP service, including clinical assessments, medication reviews, issuing prescriptions, and responding to prescribing queries in line with agreed protocols.
• - Review patient eligibility using the information available to you, including Summary Care Records and GP records, online questionnaires, medical history, and biometric, self-reported and laboratory data.
• - Deliver planned monthly follow-ups, monitoring adherence, response and side effects, and working with our Patient Coordinators to manage recall and safety monitoring
• - Undertake complex patient reviews and comprehensive medication assessments within SWMS, escalating cases to the MDT and consulting with the Principal Doctor where appropriate.
• - Action MDT outcomes promptly and to a high clinical standard, including liaising with GPs and secondary care clinicians, conducting patient consultations and follow-up calls, and managing sensitive conversations such as medication discontinuation or treatment ineligibility.
• - Provide clinical leadership within SWMS MDT meetings when the Principal Doctor is unavailable, ensuring continuity of safe and effective decision-making.
• - Support the growth of our Right to Choose pathway by advising on referral triage, reviewing complex cases, and supporting colleagues with clinically sensitive patient communications.
• - Act as a trusted clinical resource for health coaches across all Second Nature services, providing advice, answering clinical queries, and delivering education and training on key topics.
• - Contribute to the development and continuous improvement of clinical protocols, prescribing guidance, training materials, and audit activities, ensuring compliance with CQC standards and wider regulatory requirements.
• - Exercise sound clinical judgement, managing your own prescribing responsibilities while escalating complex or high-risk cases through the appropriate governance pathways.

Customer Support

• Lead, coach, and motivate a team of 10–15 fully remote calls agents, ensuring high levels of engagement and consistent performance.
• Manage call campaigns focused on engagement and milestones, ensuring successful delivery against targets.
• Build a positive, high‑energy team culture to keep agents motivated in a high‑volume and often repetitive environment.
• Monitor team KPIs, focusing on:
• **Call Quality** – ensuring conversations meet standards of empathy, clarity, and compliance.
• **Conversions** – driving successful outcomes from engagement calls.
• **Call Completion** – ensuring agreed volumes of calls are made and completed effectively.
• Partner with the Quality Monitoring Specialist to review performance, identify trends, and introduce training or process changes.
• Provide constructive coaching and feedback, supporting both individual growth and team‑wide development.
• Hold regular 1:1s, personal development sessions, and team meetings to maintain alignment and motivation.
• Drive continuous improvement by introducing new processes, workflows, and best practices to boost both efficiency and quality.
• Act as a point of escalation for complex queries and safeguarding cases.

Customer Support Calls Manager

Manager

• Lead and support our health coaching team (nutritionists and dietitians): Manage a team of remote health coaches, creating a culture of trust, accountability, and continuous improvement
• Ensure operational excellence: You’ll simplify complex workflows, reduce friction for your team, and use data to design smarter, more efficient ways of working
• Drive performance and quality: Monitor team efficiency using internal quality and operational tools to optimise service performance and outcomes
• Coach development: Deliver regular feedback and coaching to help team members grow in confidence, skill, and impact
• Collaborate cross-functionally: Partner with fellow Health Coach Managers, Operations Managers, Quality Managers, and teams across Product, NHS, and Partnerships to drive innovation and alignment

Team Manager

General

• Conduct independent, remote clinical assessments via video call/telephone to allocate service users to the most appropriate treatment pathways
• Deliver digital group-based and one-to-one interventions to help service users change dietary and lifestyle behaviours
• Support service users across both medicated and non-medicated programmes
• Work closely with the MDT, attending regular meetings to review, monitor and optimise service user care
• Participate in clinical supervision to discuss complex or high-risk cases
• Identify and appropriately manage clinical risk, including safeguarding concerns
• Maintain CPD, clinical supervision, and registration requirements (HCPC/AfN) in line with best practice standards
• Ensure all patient data is handled with strict confidentiality, following Data Protection Act and GDPR requirements.
• Contribute to innovation projects, service evaluation, and ongoing programme development at Second Nature.

Dietitian/Nutritionist – Specialist Weight Management Service

Sales Operations Manager

• Lead enablement across post-sales teams
• Develop and execute a post-sales enablement strategy focused on customer time-to-value, activation, adoption, retention, and operational excellence across Implementation and Onboarding, CX, CS, and Data Management.
• Serve as a connector between Implementation, CX, CS, and Fulfillment to align resources, share best practices, and eliminate gaps in the customer journey.
• Build reinforcement loops that ensure what gets trained actually sticks at the front line.
• Partner with Implementation leadership to build enablement programs that shorten time-to-launch, reduce failure-to-launch rates, and equip onboarding teams to handle complex customer configurations with confidence.
• Design playbooks, process guides, and training that give Implementation ICs a clear, repeatable path from contract through go-live.
• Collaborate with Product and CX to ensure the Implementation team is always current on platform changes, new features, and evolving customer requirements.
• Build handoff enablement between Implementation and CX so customers experience a seamless transition from onboarding to ongoing success.
• Partner with CSMs and CX leadership to build a coaching culture, equipping teams to have more impactful, consultative conversations with customers.
• Build enablement resources and workshops that help the CX team track adoption metrics, facilitate meaningful stakeholder conversations, and deliver guidance that drives retention.
• Collaborate with the Customer Support team to deliver enablement and ongoing training that improves issue resolution speed, raises resident satisfaction scores, and upholds our Triple Win values.

Post-Sales Enablement Manager

Account Executive

• Develop and execute effective sales strategies to exceed regional sales quotas.
• Drive new client acquisition by strategically prospecting and sourcing mid-market Property Management Companies.
• Efficiently manage and close inbound sales leads and self-sourced opportunities, aiming to close 50-75% of qualified leads.
• Actively manage and forecast your client pipeline to ensure consistent performance.
• Serve as a product expert, clearly articulating the Second Nature value proposition to Brokers, Owner-Operators, and Property Management decision-makers.
• Collaborate with marketing and product development teams to ensure brand consistency and market alignment.
• Build and maintain strong, lasting relationships with key decision-makers on client accounts.
• Network effectively with other vendors and property managers to expand your reach and identify new opportunities.
• Take initiative to drive tasks forward, setting clear goals, prioritizing actions, and operating with a sense of urgency.
• Continuously seek feedback and learning opportunities to enhance your sales performance.

Product Marketing

• Lead and develop the enablement team
• Manage four enablement ICs whose work spans Sales/AE, Implementation and Onboarding, CSM, and Client-Facing training
• Serve as the primary coach and career development partner for each IC, equipping them to do the most impactful work of their careers
• Translate the CRO's and Executive Team’s strategic direction into a quarterly enablement roadmap, maintained approximately two months in advance
• Run regular 1:1s, team cadences, and roadmap reviews that keep priorities sharp and scope creep managed
• Drive manager and leader readiness
• Reinforce enablement delivery to equip first and second-line managers with coaching guides, call review frameworks, and policy reinforcement tools in parallel with individual contributor enablement.
• Design and deliver monthly leadership readiness sessions per function covering playbooks, policies, and behavioral coaching
• Build reinforcement loops that ensure what gets trained actually sticks at the front line
• Govern strategy, programs, and asset quality
• Implement and enforce a launch-tier framework that gates ad hoc requests and ensures every new enablement program has a defined business objective, reinforcement plan, and success metric
• Partner with Exec Sponsors to prioritize the enablement roadmap for their functions and hold the line on scope
• Manage Highspot as the single source of truth, driving cleanup, organization, and usage-based prioritization across all assets
• Review and adjust structured onboarding paths to ensure clear ramp-complete milestones and mastery levels for new hires across the GTM org
• Connect enablement to revenue outcomes
• Own the function's performance against named revenue and operational metrics tied to net new CARR production, client activation, ARR expansion, and client retention
• Build and expand asynchronous learning programs (via Articulate) to reduce dependence on synchronous delivery and increase per-person coaching capacity
• Drive cohort-based client training under Customer Enablement Manager’s ownership, reducing 1:1 delivery volume and increasing scalable program reach
• Collaborate with VP Marketing and PMM Team to ensure tight alignment between positioning, messaging, and how the field is trained to use it
• Own cross-functional enablement programs
• Lead team-level ownership of regulatory compliance updates, new hire onboarding, and product-level enablement across the GTM org
• Serve as the executive interface for all cross-functional program launches that require enablement support
• Ensure functional teams own their own SOPs; your team formats, trains, and reinforces, not authors from scratch

Director, GTM Enablement

• Own and evolve RBP messaging
• Audit current-state RBP messaging across channels and assets to identify gaps, inconsistencies, and opportunities
• Own and evolve positioning, messaging, and value props for our core RBP products to support internal training, external collateral, and product launches
• Collaborate with Product on RBP launches to keep messaging and market needs in sync as the product evolves
• Analyze property manager and resident adoption and engagement; consult Product and UX on optimization
• Work closely with the Partnerships team to ensure cohesive, consistent messaging across our RBP product partners
• Develop and maintain partner-facing materials that reflect current positioning and reinforce the RBP value story
• Collaborate with Enablement on messaging rollouts through decks, one-pagers, battlecards, and product training materials
• Collect feedback from internal teams and iterate as the product and pitch evolve
• Serve as PMM owner for RBP launches, driving the go-to-market bill of materials from kickoff through enablement delivery
• Own launch-critical assets including the overview deck, positioning doc, messaging doc, one-pager, and battlecard; coordinate with Enablement, Content, and Creative on assets they produce
• Represent PMM in launch team meetings alongside Product, Enablement, Support, Legal, and RevOps, keeping GTM workstreams on schedule and unblocked
• Track launch status, flag risks early, and escalate blockers to the appropriate exec sponsor
• Conduct post-launch reviews to measure messaging effectiveness, sales adoption, and customer response, and feed findings back into future launches
• Lead ongoing competitive intelligence, including tracking competitors, market trends, and customer pain points
• Build and maintain competitive assets (battlecards, win/loss analysis, positioning guides) that keep Sales and CS equipped to win
• Interview prospects, customers, and internal stakeholders to surface messaging gaps and strategic opportunities
• Translate insights into recommendations and present to cross-functional teams to drive alignment and action

Product Marketing Manager – RBP

Full-stack Engineer

• Design, develop, and maintain scalable, high-quality software across the full stack.
• Write clean, well-tested code and take ownership of features from design through production.
• Participate in architectural discussions and contribute to technical decision-making across the team.
• Conduct thorough code reviews and uphold engineering best practices and standards.
• Diagnose and resolve complex technical issues, proactively improving system performance and reliability.
• Collaborate with product managers, designers, and other engineers to translate business requirements into excellent technical solutions.
• Mentor junior engineers through pairing, code review, and knowledge sharing.
• Create and maintain technical documentation, including architecture diagrams and API specifications.
• Participate actively in agile ceremonies - sprint planning, stand-ups, and retrospectives.
• Stay current with emerging technologies and help bring new ideas into the team's workflow.