Head of Central Retail Operation and New Channels

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, Q9, Quorum Business Park, Benton Lane, Newcastle upon Tyne, NE12 8BU

What you'll do
- **Lead the New Channels team to deliver the strategic growth areas of the business**:

- Create strong cross functional relationships to deliver all aspects of the new channels plan.
- Lead the key strategic projects for the business, ensuring great stakeholder engagement and communication.
- Build & maintain strong cross functional relationships across all key functions in Greggs.
- Support and lead the team of project managers to ensure they have a robust plan to deliver the business plan and we regularly monitor performance to this plan.
- Meet regularly to review key metrics on performance and utilise this analysis to plan and adapt the channel.
- Work with the customer team to understand the customer insight and use this information to adapt our plan and form future strategy.
- Work with commercial lead and finance business partner to understand key strengths in our performance and develop plans to exploit our opportunities in these new channels.
- Build and develop partnerships with our key third party providers in these areas, driving system development to support the channels, operational excellence and commercial performance.
- Build networks with external parties to understand industry insight and develop our strategic focus areas.
- Develop and build the channel strategic plan to achieve Greggs strategic goals.
- **Lead the Central Retail function to support our retails team to deliver operational excellence and amazing customer service**:

- Influence and collaborate with all functions across the business to ensure awareness of Retail initiatives and to maintain engagement.
- Lead an effective workforce planning and loss prevention function.
- **Lead the Customer and Shop support functions to deliver world class customer service**
- Lead and support the teams to define and deliver key service level agreements to ensure we deliver and continually evolve our customer service proposition.
- **Lead the Retail System team to develop technology to make retailing easier**:

- Lead and support the team in delivery of the agreed roadmap in the current year and beyond in order to achieve the five year growth plans.
- Ensure all relevant functions in the business are engaged in delivery of the roadmap and resource is aligned to meet key milestones.
- **Creating a culture of High Performance**:

- Engage with the retail teams to create a culture of high performance to ensure high standards are achieved.
- Share best practice & continually refine & update when improvements made.
- To provide regular communication to all retail teams on progress and future plans.

About you
We are looking for highly experienced, talented individuals with drive, who can demonstrate:

- Proven experience in Head of Central Retail Operation role or similar.
- Has a proven track record of delivering high levels of customer satisfaction.
- Has experience of managing and delivering a significant budgetary responsibility.
- Ability to think about the wider picture and make sound decisions.
- Experience of working with and influencing senior management.
- Experience of developing innovative solutions and contributing to strategic planning.
- Extensive vocational experience.
- Present a welcoming attitude to change and adjust dynamically to continuous business change and improvement.
- Proven commercial acumen with accountability for achieving and excelling company targets.
- Proven ability to use initiative and set direction.
- Demonstrable communication and influencing skills with the ability to build strong relationships.
- Highly numerate with strong focus on statistical analysis.
- Excellent organisational skills with strong attention to detail.
- Have advanced IT skills including Microsoft 365, SharePoint, Word, Excel, Outlook, PowerPoint, and Teams.
- Enjoy being part of a hard-working team, sharing the same end goal, and celebrating results together.
- Are supportive of an inclusive culture - recognising and valuing that difference is good.

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.

Vacancy Information
We have a fantastic opportunity to join the Retail Operations team here at Greggs as Head of Central Ret