Head of Customer Experience

Head of Customer Experience

Galeta Greater London, England, United Kingdom

At Galeta Bakery, we do things differently. As a fast‑paced leader in premium bakery, we supply handmade goods to some of the UK’s most exciting names – from Selfridges and Tate to specialty coffee shops and cutting‑edge restaurants across London and beyond.

From humble market beginnings to supplying thousands of customers nationwide, we’ve built something special and we’re just starting to grow.

To accompany and drive our growth, we are looking for a top‑tier Head of Customer Experience to lead our CX function and support us in delivering a first‑class member experience.

This is a great opportunity to drive a hardworking team to success and ensure our customer relationships are positively maintained.

Responsibilities

• Leadership: Lead, mentor, and inspire our Customer Experience team, fostering a culture of excellence and accountability. Beyond managing day‑to‑day operations and priorities, you will empower your team to proactively deliver superior customer service, enabling their professional growth and development.
• Continuous Improvement: Champion continuous improvement within the Customer Experience function. This includes consistently optimizing our CX processes to ensure they not only meet but exceed desired brand and company objectives. Identify opportunities to innovate and implement solutions that enhance efficiency, customer satisfaction, and overall service delivery across all channels.
• Exceeding our customers’ expectations: Oversee the cultivation of excellent customer relationships and ensure consistently high‑quality service across all platforms. Take ownership of resolving any instances of service failures, proactively providing resolutions that meet or exceed customer expectations and uphold our brand promise.
• Strategy: As a key member of our leadership team, contribute to the strategic direction of the Customer Experience function, aligning it with broader business goals.
• Collaboration: Build strong relationships across departments including Operations, Production, and Sales to proactively identify and resolve service challenges before they impact customers. Champion the voice of the customer throughout the company, contributing to overall business success.

What we’re looking for

• You are someone who’s walked the walk—experienced enough to lead, but hands‑on enough to get stuck in.
• Have previous customer service experience in the food industry, FMCG, or hospitality, as well as experience in managing a busy team.
• Relish working in a high‑pressure, service‑focused and results‑driven environment.
• Lead teams with clarity and warmth. Support your people, raise standards, and make them better.
• Known for your positive, friendly and can‑do attitude.
• Organised, proactive, and pride yourself in your communication skills.
• Have the ability to remain calm in difficult situations and can think on your feet.
• Systems‑savvy and eager to contribute across departments.
• Most of all, want to be part of something exciting. Ready to join a business with ambition, pace, and a real sense of purpose, and play a key role in its success.

The offer

• Up to £45,000 annual salary.
• Full‑time, permanent role with immediate start.
• 5 shifts a week Monday‑Sunday organised through rota.
• Based across our London head office and bakery locations.
• A leadership role in a values‑driven, product‑obsessed, fast‑scaling environment.
• Be part of a team that values collaboration, humour, and high performance in equal measure.
• A unique opportunity to make your mark in a dynamic and ambitious company with big plans for the future.
• Grow with us!

Apply Now

• Please send your CV and a short cover letter to apply – we’d love to meet you!

Seniority level

• Director

Employment type

• Full‑time

Job function

• Business Development and Sales
• Baked Goods Manufacturing