CHRISTINA GREENWAY
Summary
Detail-oriented Food Hygiene Specialist with a Fresh Food Hygiene - Intermediate Level 3 (Merit) certification. Skilled in Microsoft Office and Google Documents for efficient documentation and presentations. Holds a Personal License Holder certification and training in disciplinary procedures, enhancing team management capabilities. Full driving license supports business mobility and operational efficiency.
Overview
28
28
years of professional experience
10035
10035
years of post-secondary education
Work history
Brand Assurance Manager
Waitrose
2024.03 - 2026.02
- Upheld the Waitrose brand in 3rd Party locations by managing a team of Brand Assurance Specialists to complete Customer Journey Reviews (CJRs) and coaching 3rd Party teams to drive operational excellence and maintain outstanding standards of shopkeeping and exceptional customer service.
- Accountable for the operational and customer relationship between Waitrose and 3rd Parties to meet the needs of internal and external stakeholders and deliver a brand-enhancing customer experience. Leading, coaching and advising on all brand-based activity within 3rd Party locations.
- Evolved Welcome Break CJR through stakeholder collaboration and continuous improvement, designing a framework that encourages unit managers to achieve higher performance.
- Welcome Break CJR performance improved in 2024/25 by 0.6% with an average score of 95.6% and 94% of shops achieved Very Good or above beating the target by 19%
- Margiotta CJR performance improved in 2024/25 by 2% with an average score of 93% and 76% of shops achieved Very Good or above beating the target by 1%
- Managed team by setting clear goals and direction, fostering accountability and focus on performance.
- Led team during restructure programme to ensure smooth transition and maintain morale.
Brand Assurance Specialist
Waitrose
2018.01 - 2024.03
- A mobile role supporting the openings of new 3rd Party Space - coaching and training third party teams to deliver an excellent customer experience through great availability, shop keeping standards, ordering disciplines and exceptional customer service. Ensuring procedures and disciplines are in place and embedded in order to deliver an efficient, legal and secure third party business unit operation which protects and upholds the JLP brand.
- Protecting and maintaining the integrity of the Waitrose brand through conducting customer journey reviews within 3rd Party formats to support operational compliance. Completing accurate and timely reporting following completion of audits to ensure results are communicated and are professionally written and clearly highlight issues identified.
- Supported teams in multiple Shell Service Stations to launch Waitrose offer, training on ordering, deliveries, stock disciplines and customer service standards while coaching third party teams to control wastage and uphold customer proposition.
- Improved systems and tools for service stations by designing and implementing an ordering spreadsheet, streamlining daily ordering processes for enhanced operational efficiency.
- Delivered exceptional brand audit results by training service stations on how to deliver standards inline with Waitrose expectations and developing effective reporting mechanisms for senior stakeholders.
- Redesigned and relaunched Customer Journey Review to enhance customer focus across all 3rd Party customers, improving feedback and operational insights.
- Built stakeholder relationships with both internal and external stakeholders across all of our 3rd Party relationships.
- Completed a two-month B2B head office role, developing proposals for Shell regarding new product lines and seasonal assortments by analysing sales data and commercial information.
Branch Manager
Waitrose
2016.10 - 2018.01
- Leading the unit and developing a team of Partners to deliver an outstanding customer and Partner experience, modelling the Partnership Values at all times.
- Successfully created a supportive work environment that enabled Partner advancement and built a multi-skilled team, increasing productivity and Partner satisfaction.
- Led the team to improve standards and consistently deliver an outstanding customer service experience - achieving outstanding results on customer experience audits and positive feedback on customer satisfaction surveys.
- Defined and implemented unit priorities, aligning with wider Area and Business strategies to create an environment where Partners find worthwhile and satisfying employment.
- Executed HR policies including sickness and absence monitoring and conducted staff one-to-ones and appraisals.
- Analysed the unit’s monthly P&L to ensure that costs were carefully controlled and sales maximised to ensure positive results were delivered.
- Oversaw communication and sales strategies for cluster as Profit Pillar Lead, focusing on stock management and sales improvement through collaboration and enhanced reporting.
- Investigated cash procedure issues and implemented corrective actions.
- Built relationships with key stakeholders within the Waitrose central teams, Sky and Shell.
Various roles
Waitrose
2004.01 - 2016.10
- 2012 - 2016 Section Manager Customer Service, Raynes Park
- 2011 - 2012 Section Manager Food Service and SM Mentor, Admiral Park (Guernsey)
- 2009 - 2011 Section Manager Food Service, Banstead
- 2006 - 2009 Assistant Section Manager Customer Service and Assistant Section Manager Fresh, Esher
- 2005 - 2006 Supermarket Assistant, Esher
- 2004 - 2005 University Industrial Placement Year, West Byfleet and Esher
Sales Assistant
WOOLWORTHS plc
Guernsey
1998.01 - 2003.01
Education
Level 3 Apprenticeship - Data Technician
Multiverse
BSc (Hons) - Retail Management
University of Surrey
Guildford, Surrey /2002 - 2006.01
3 A Levels - Business Studies, English Literature and Mathematics
The Guernsey Grammar School
1 AS Level - Information Communication Technology
The Guernsey Grammar School
10 GCSEs - Including English and Mathematics
The Guernsey Grammar School
Skills
- Customer Experience Management
- Stakeholder Relationship Management
- Influencing Skills
- Data-Driven Insights
- Microsoft Office & Google proficient
- Personal License Holder
- Full driving license
Affiliations
- Reading
- Hiking
- Paddleboarding
- Travel
Timeline
Brand Assurance Manager
Waitrose
2024.03 - 2026.02
Brand Assurance Specialist
Waitrose
2018.01 - 2024.03
Branch Manager
Waitrose
2016.10 - 2018.01
Various roles
Waitrose
2004.01 - 2016.10
Sales Assistant
WOOLWORTHS plc
1998.01 - 2003.01
Level 3 Apprenticeship - Data Technician
Multiverse
BSc (Hons) - Retail Management
University of Surrey
/2002 - 2006.01
3 A Levels - Business Studies, English Literature and Mathematics
The Guernsey Grammar School
1 AS Level - Information Communication Technology
The Guernsey Grammar School
10 GCSEs - Including English and Mathematics
The Guernsey Grammar School