Customer Experience and Operations Manager

We have a fantastic opportunity to join the Customer, Operations & Performance team to cover maternity leave until January 2026 at Greggs as a Customer Experience & Operations Manager, a great role that provides an opportunity to simplify retail operations to deliver the best experience for our customers. The role is responsible for improving retail operations through simplifying processes and designing the best customer service to enhance customer satisfaction and reduce risk in retail. Cross-functional working is key to support innovation whilst making it easy for shop colleagues. We can offer you: 25 days (5 weeks) annual leave, pro-rated, increasing with service (in addition to bank holidays), plus 1 additional floating day Management Bonus Scheme which is worth up to 12.5% of your salary Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our employees who have at least 6-month service, or more, each year Private Medical Insurance which is free for you and subsidised for your dependants Permanent Health Insurance which is a replacement income scheme You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages Defined contribution management pension scheme Death in service benefit which provides a lump-sum payment equal to 4 times your year’s salary Colleague discount, up to 50% off our own-produced products Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits Career progression and learning and development Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Cycle to Work scheme A company who cares about our communities; the environment and being a better business! Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another About the role This is a full-time role; however, flexibility in this will be considered We know that having a work-life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their role The base location for this role is Greggs House in Newcastle Upon Tyne. Ideally, you'll live within one hour of this location as this role requires you to be office-based for three days per week. What you'll do Establish and maintain a change control process for shop operations, ensuring improvements enhance speed of service, customer experience (CX), safety, and risk management Drive continuous improvement initiatives to simplify processes, enhance CX, and support strategic business growth Collaborate with cross-functional teams to align processes with business objectives and unlock operational efficiencies Oversee retail approval for new product development (NPD), identifying risks and opportunities to ensure successful implementation Manage workload planning to balance day-to-day operations with business priorities, ensuring alignment across central and regional teams Lead initiatives to improve CX at all touchpoints, focusing on friendliness, speed of service, and Greggs’ Way standards Use operational data and feedback to identify and deliver meaningful service improvements Develop and lead the team, ensuring alignment with business goals, monitoring performance, and driving improvement where needed Partner with regional teams to design new ways of working, gathering feedback to enhance support services while ensuring compliance with Greggs way processes and provide support to shops who need it Collaborate with labour standards and forecasting teams to optimise the labour model and drive cost efficiencies About you You’re a natural leader with a keen eye for detail, a passion for driving operational efficiencies and truly focused on the customer. You’ll have a proven track record in leading experienced managers, working cross-functionally, and delivering results in a fast-paced environment through strong collaboration. Key skills and attributes include: Strong problem-solving and decision-making abilities Exceptional communication and stakeholder management skills A customer-first mindset, with experience in delivering CX improvements Ability to balance strategic objectives with day-to-day operational needs Review data and information and develop plans to improve Results-focused with strong planning and prioritisation skills with excellent organisation Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey! About Greggs Here at Greggs, we love what we do, and we have fun! What makes Greggs so special is our culture – the way we are, the way we behave and the way we support each other. We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us! We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views.

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