Customer Experience

We have a fantastic opportunity to join the Central Retail Operations team at Greggs as a Customer Experience & Operations Manager.

As Customer Experience & Operations Manager, you'll lead the team to design and embed shop processes that keep operations simple, efficient, and consistent.

You'll also take a forward-looking role: leading the industrialisation of new products, shaping how new technologies are embedded within the shop operation and driving the best customer experience.

We can offer you:

• Management Bonus Scheme which is worth up to 12.5% of your salary
• Pension scheme with matching employer contributions up to 7%
• Colleague discount, up to 50% off our own-produced products
• Profit share - We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues who have at least 6-month service, or more, each year
• 25 days (5 weeks) annual leave, pro-rated, increasing with service (in addition to bank holidays), plus 1 additional floating day
• The opportunity to purchase additional annual leave twice a year
• Colleague share plans, giving you the opportunity to save and invest in Greggs, with the chance to buy Greggs shares at a discounted rate
• Private Medical Insurance which is free for you and subsided for your dependants
• Income Protection should you become unable to work due to long-term sickness
• Death in service benefit which provides a lump-sum payment equal to 4 times your year's salary
• Virtual GP, Physiotherapy and Lifestyle Consultations - we provide access to a fantastic total wellbeing app for you and your family
• Employee Assistance Programme - we provide all colleagues with access to an EAP helpline providing mental health support as well as financial and legal support
• Savings and discounts, including digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers
• Career progression and learning and development opportunities
• A company who cares about our communities; the environment and being a better business Click here to read about The Greggs Pledge
• 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 Newcastle Upon Tyne

What you'll do

• Take ownership of key projects, leading cross-functional teams to deliver results and drive business transformation
• Communicate clearly and persuasively at all levels, influencing stakeholders and building strong relationships across the business
• 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
• 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
• Collaborate with labour standards and forecasting teams to optimise the labour model and drive cost efficiencies

About you

• Naturally methodical and analytical — able to simplify complex challenges into clear plans
• Forward-looking — not afraid to challenge how things are done and bring in new processes, systems, or technology to improve them
• Strong people manager — skilled at engaging teams, setting clear standards, and leading through change
• Experienced in process improvement and operations — with a track record of making work easier and more consistent
• Comfortable working across functions — able to balance shop, customer, and business needs
• Demonstrate agility and resilience in a fast-paced environment, adapting quickly to changing business needs and priorities
• Highly trustworthy, with a reputation for integrity and sound judgment
• Strong communicator and influencer, able to build relationships and drive change across the business
• Results-driven, with a focus on delivering outcomes and continuous improvement
• Ability to interpret data using excel and use PowerPoint to communicate plans, strategy or performance
• Greggs retail process knowledge advantageous, though not essential as full induction / training will be provided

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.