Retail Process Manager

Greggs Plc; Newcastle upon Tyne; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Pension with matched contributions up

Colleague discount

Profit share

25 days annual leave

Private Medical Insurance

Income Protection

Death in service

Wellbeing resources

Career progression

Job summary

Greggs Plc is seeking an Operations Improvement lead to shape how shops run daily. You will drive practical, evidence-based changes across task management, cleaning, and temperature checks, using shop feedback and audits to prioritise opportunities.

You’ll work with Shop Managers, Area Managers and other teams to plan and measure rollouts that deliver real-time benefits. You’ll build simple business cases, define system requirements, and own key metrics while ensuring changes align with Greggs

Qualifications

• Experience improving shop processes in multi-site retail or hospitality settings.
• Ability to interpret data and feedback to identify themes and draw balanced conclusions.
• Proven track record delivering practical process changes and measuring impact.

Responsibilities

• Lead improvements to day-to-day shop operations, including task management and cleaning methods.
• Use feedback, audits and data to identify and prioritise opportunities.
• Observe shops, talk to managers and teams to understand root causes.
• Run trials of new equipment and processes with cross-functional teams.
• Analyse trial results and decide on rollout or refinements.
• Build business cases showing time, cost, energy and risk benefits.
• Define operational requirements for shop systems and ensure adoption.
• Own metrics for the area and act when performance deviates.
• Collaborate with Retail, Shop Development, Procurement, Technology and more to reflect shop reality.

Skills

Operational judgment

Analytical problem-solving

Attention to detail

Organisational skills

Cross-functional teamwork

Root cause analysis

Data interpretation

Process simplification

Business case development

Requirements for systems/equipment

Tools

Shop systems

Job description

In this role, you'll lead how our shops work day to day. That includes routines / tasks, cleaning, temperature checks, and the systems and equipment teams use every shift. You'll find out what makes the job harder than it needs to be. Then you'll deliver practical, evidence-led changes that make shop processes simpler and safer, and free up time for teams to focus on customers. You'll work alongside the rest of the CX & Operations team, so that everything works together in the shop.,

What you’ll do

• 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, 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, Quorum Business Park, Newcastle Upon Tyne, NE12 8BU
• Lead improvements to how our shops work day to day, including task management, cleaning methods, temperature monitoring and 'day in the life' routines
• Use shop feedback, customer insight, audit findings and operational data to identify and prioritise improvement opportunities
• Spend time in shops observing and measuring how tasks are done. Talk with Shop Managers, shop teams and Area Managers to understand the root cause of issues
• Lead practical trials of new equipment, processes and ways of working with Shop Development, Procurement and suppliers, making sure they're properly planned and measured
• Analyse trial results and make clear recommendations on whether to stop, refine or roll out a change
• Take successful changes through to full rollout where appropriate, then check they've delivered what we expected
• Build simple cases for change that show the time, cost, energy and risk benefits, to support investment decisions
• Set out clear operational requirements for shop systems, so new technology works in a real shop
• Own the measures for your area, understand what's driving them and act when they go off track
• Work closely with Retail, Shop Development, Procurement, Technology, Workforce Planning, Health & Safety, Food Safety, Sustainability, Finance, Commercial and Supply Chain. Represent Central Retail Operations so decisions reflect real shop conditions
• Make sure new equipment and processes come with accurate instructions and Greggs Way content, working with colleagues who look after standards and communications to land them in shops
  You'll need strong operational judgement, analytical problem-solving skills, excellent attention to detail and great organisation skills to lead cross-functional projects from first idea through to rollout., We're looking for someone who:
• Is a strong problem solver who gets to the root cause and proposes practical solutions
• Can interpret data and feedback, identify themes and reach balanced conclusions
• Has experience of simplifying processes or freeing up time in a multi-site operation, such as retail or hospitality
• Can build a simple business case and check whether benefits were delivered after launch
• Can turn what shops need into clear requirements for systems or equipment, and works well with suppliers and technical teams
• Is organised and able to manage several projects, actions and deadlines at the same time
• Plans ahead to identify dependencies, risks and milestones early, and raises issues with a clear recommendation
• Has excellent attention to detail and produces accurate, high-quality work
• Can turn complicated information into clear, concise and practical guidance
• Is confident working with colleagues at all levels and across different business functions
• Understands retail or shop operations and can recognise what will and won't work in practice. Retail experience is not essential
  Management Bonus Scheme which is worth up to 10% 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 subsidised 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