Customer Care & Operational Insights Manager

Vacancy Information

We have a fantastic opportunity to join the Customer, Operations & Performance team at Greggs as an Customer Care & Operational Insights Manager.

We’re seeking a customer focussed, commercially minded, process-driven leader to drive outstanding performance in our Customer Care team and deliver fantastic analysis of our customer experience and operational measures to inform our retail plans.  

You’ll deliver excellent customer service through a high-performing, engaged team, while using data analysis to uncover actionable insights, tell compelling stories, and influence business decisions. Your approach will balance operational efficiency with a sharp focus on customer experience, managing risk, and continuous improvement for the Customer Care team. 

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

What you'll do

Drive the Best Customer Experience

• Lead and develop the Customer Care Operations Manager, Efficiency Analyst and Customer Feedback Analysis Manager to foster a culture of quality, efficiency, and high-volume customer interactions.
• Approve and oversee operational plans, KPIs, resource levels, recruitment, and training, ensuring all processes support great operations and customer satisfaction.
• Conduct impact analysis/ forecasts on potential workload increases from business changes, using data to inform decisions and optimise team performance and forecasting.
• Build strong cross functional relationships to communicate customer feedback and support business initiatives.

Retail Operational Insights & Data Storytelling 

• Use advanced data analysis from multiple sources (customer feedback, operational metrics, reviews, audits) to identify trends, risks, and opportunities.
• Present findings in a clear, compelling way to stakeholders, influencing strategy and driving improvements across all customer channels.
• Oversee the creation and maintenance of data categories to maximise insight and support business objectives.

Risk Management & Compliance 

• Minimise risks by ensuring there are robust processes, strong compliance (including GDPR),and crisis or serious contacts are escalated effectively.
• Maintain and monitor the Customer Care risk registers, ensuring timely completion of actions and escalation of serious issues.

About you

You will fit right into this role if you:

• Have a strong customer focus and a passion for delivering exceptional service
• Can drive performance through process improvements and commercial thinking
• Bring strong analytical skills, with experience in data storytelling and influencing stakeholders using advanced Excel
• Have a track record of managing and developing high-performing, engaged teams
• Excel at communication and building strong relationships across all levels
• Can balance operational detail with strategic vision

• Are supportive of an inclusive culture – recognising and valuing that difference is good

• 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.