Continuous Improvement & Process Excellence Manager

From humble beginnings on the shop floor to becoming a world-renowned bookmaker, Betfred has been on a remarkable journey and we want you to be part of this fantastic innovative business. Established in Salford, Manchester, 1967... we started with a clear and simple vision: to provide the ultimate betting experience for our customers. Today we have evolved and pride ourselves in delivering unparalleled entertainment experiences worldwide.

Whilst a lot has changed over the years, we have always stayed true to our roots. Our story started in retail and while it remains the heart of our business, we have also embraced the digital landscape. With over 1300 shops we continue to play a vital role in local communities across the UK while expanding our presence online.

At Betfred, we’re proud of where we’ve come from – a strong retail heritage, an expanding digital footprint, both built on resilience, independence and a deep connection to our customers. Now, expanding our horizons, accelerating our growth, and reimagining what excellence looks like in the gambling industry.

We’re on a mission to evolve how we serve our customers, with smarter operations, innovative thinking, and a relentless focus on doing things better every day. As we enter our latest chapter, we’re not just modernising our systems, we’re reimagining our ways of working.

That’s where you come in.

We’re looking for a Continuous Improvement & Process Excellence Manager, to lead change that will make a big difference to our customer experience. If you’re passionate about making processes smarter, experiences smoother, and performance sharper – and if you thrive in a fast-paced, ambitious environment – this is your opportunity to shape the operational heart of Betfred.

This is a rare opportunity to be part of a major transformation at one of the UK’s most recognisable betting brands. At Betfred, you’ll join a team that’s building for the future – investing in its people, its technology, and it’s commitment to doing things better, every day. If you’re ready to make a difference, we’re ready to welcome you.

Join us. Help us define what’s next – and be proud of the impact you will make.

Your role in our journey



Reporting to the Head of Operational Excellence, you’ll play a pivotal role in transforming how our people, processes, and platforms deliver value. You’ll take a data-driven, customer-first approach to improving everything from internal workflows to colleague tools, to the end-to-end customer journey.

You’ll work closely with teams across the business — from Retail and Digital Operations to Tech, Product and Compliance — to uncover inefficiencies, reduce effort, and unlock new opportunities for automation, personalisation, and smarter delivery.

Your goal? Simple: make it easier for our colleagues to do brilliant work, and for our customers to have exceptional experiences.

• Own the continuous improvement delivery portfolio, translating the operational excellence strategy into prioritised, measurable initiatives delivered through your team
• Manage and coach Continuous Improvement & Process Excellence resources, setting clear priorities, building capability, and ensuring high-quality delivery
• Lead and enable the discovery, design, and delivery of process improvement initiatives, working through your team to deliver measurable impact on customer experience, cost, and efficiency
• Facilitate end-to-end process reviews, mapping workflows, identifying friction points, and implementing practical, scalable solutions
• Act as a strategic filter and gatekeeper for central tasks that impact our retail colleagues — ensuring clarity, consistency, and quality in execution
• Work alongside the Quality Assurance Manager and the Training and Knowledge Base Manager teams to convert feedback into meaningful procedural change
• Champion automation opportunities, collaborating with Tech and Operations teams to streamline routine processes and free up value-added activity
• Define and track KPIs to measure success and promote data-led decision-making
• Foster a culture of continuous improvement, challenging assumptions and encouraging creative, customer-centric problem-solving
• Engage cross-functional stakeholders to break down silos, align on shared outcomes, and ensure smooth implementation of change
• Manage risks, dependencies, and communication plans to ensure initiatives land successfully across multiple teams
• Use customer feedback, service data, and behavioural insights to inform improvements to self-service journeys, colleague tools, and internal systems
• Support training and communication strategies to embed change, upskill teams, and drive long-term adoption
• Stay ahead of emerging technology and process trends — spotting new opportunities to innovate, optimise, and scale

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well-being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

What you’ll need to succeed

• Proven experience delivering continuous improvement and transformation programmes in large, fast-paced, cross-functional environments
• Skilled in project management, process mapping, and leading end-to-end change across teams and technologies
• Strong commercial acumen — able to balance cost, customer value, and business efficiency
• A confident communicator with the ability to engage and influence stakeholders at all levels
• Comfortable managing ambiguity and leading change in evolving environments
• Highly organised and methodical — with excellent attention to detail and a clear sense of prioritisation
• Passionate about customer and colleague experience, and motivated by meaningful impact
• Proficient in data analysis, reporting, and turning insight into action
• Experienced in working across retail and digital channels is a bonus

Why join a winning team?

Betfred brings benefits and rewards for all our colleagues. But more than that, we create a unique, enjoyable and entertaining environment you will love being part of.

Be rewarded

• Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
• Monthly pension contributions: helping you prepare for your future.
• Enhanced maternity & paternity pay: our Betfred family works to support yours.

Feel valued

• A long-service recognition programme and life milestone rewards.
• A recognition scheme to earn and convert points to spend with over 700 retailers.
• A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.

We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.

What’s next?

If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.

At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences.

If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.