Delivery Performance Manager

We have a fantastic opportunity to join the Digital Channels & Sales Driving team at Greggs. As Delivery Performance Manager, you’ll help us understand and improve the total performance of our delivery channels and support the effective running of delivery. Working across Finance, Commercial, Marketing, Customer Insight, Retail Operations and our delivery partners, you’ll bring together insight from across the business to create one clear view of performance. You’ll look beyond what has happened to understand what is driving the result, what it means commercially and where action is needed. You’ll also support the continued improvement of Click + Collect by working cross-functionally to understand performance, identify opportunities and help coordinate the right response.

We can offer you:

• 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
• A company who cares about our communities; the environment and being a better business!

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, Quorum Business Park, Newcastle Upon Tyne, NE12 8BU.

What you'll do:

• Own the overall interpretation of delivery performance, bringing together commercial, customer, operational and partner insight to identify what is driving results
• Connect analysis from Finance, Commercial, Marketing, Customer Insight, Product Technology Teams and delivery partners into one clear, balanced view of performance
• Translate complex performance information into clear conclusions, priorities and recommended actions for internal teams and partners
• Challenge assumptions constructively, define the right questions and commission further analysis where evidence is incomplete or unclear
• Assess how promotions, sponsored advertising, commission, partner investment, menu availability, offline time and shop execution affect total performance
• Support channel planning, partner performance reviews, trials, forecasting and commercial decision-making with evidence-led insight
• Coordinate cross-functional actions to support the effectiveness of the overall delivery channel
• Develop meaningful performance views by partner, shop, territory, city, daypart and customer cohort to identify differences and opportunities
• Support Click + Collect performance by working cross-functionally to understand results and identify practical improvement opportunities
• Present a concise, evidence-led performance story that explains what has changed, why it matters and what needs to happen next

About you

You’ll be highly numerate, naturally curious and commercially minded. You’ll enjoy working with detailed information but will be equally comfortable stepping back to identify the bigger performance story. You’ll be confident asking challenging questions, testing different explanations and following an issue through until there is a clear conclusion or action. You’ll also have:

• Experience interpreting commercial, financial or operational performance
• The ability to connect insight from different teams and turn it into a coherent commercial view
• Strong analytical and problem-solving skills, with an ability to identify the drivers behind performance
• A good understanding of sales, margin, cost, profitability and return on investment
• Strong Excel skills and experience using reporting or visualisation tools such as Power BI
• The ability to translate complex information into clear, concise and practical recommendations
• Confidence working cross-functionally and influencing stakeholders without direct authority
• The ability to challenge assumptions constructively and identify where further evidence is needed
• Strong organisational skills, with the ability to coordinate actions and follow them through to completion
• A customer-focused approach and an understanding of how commercial, operational and customer outcomes connect
• Experience in retail, hospitality, digital commerce or delivery aggregators would be helpful, but it is not essential. More important is your ability to understand the numbers, ask the right questions and turn insight into action

We’re looking for someone who:

• Is curious about why performance has changed, not just what the result is
• Thinks commercially and can translate performance into sales, margin and profit implications
• Can identify contradictions, gaps and weak assumptions within an analysis
• Brings people and evidence together to reach a clear conclusion
• Prioritises the opportunities that will make the greatest difference
• Takes ownership and follows actions through
• Communicates clearly with both technical and non-technical audiences
• Builds strong, constructive relationships across teams and with external partners

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes us so special is our culture - how we behave and support each other. Everyone's welcome at Greggs. Whatever their background, preferences or beliefs we want all of our colleagues to feel welcome and able to be themselves at work.