Head of Customer Experience

Galeta; Greater London; On-site; GBP 45,000 - 52,000; Full time

Job summary

A premium bakery supplier in London is seeking a Head of Customer Experience to lead their team and enhance service delivery. In this full-time leadership role, you will mentor staff, champion improvements, and ensure top-tier customer satisfaction across all channels. Ideal candidates have significant customer service experience in food, FMCG, or hospitality and thrive in fast-paced environments. The role offers up to £45,000 annually, with a focus on building strong interdepartmental relationships and leading a passionate team.

Qualifications

• Experience in customer service within food, FMCG, or hospitality sectors.
• Ability to lead and mentor a team effectively.
• Proven track record in high-pressure environments.

Responsibilities

• Lead, mentor, and inspire the Customer Experience team.
• Champion continuous improvement within the CX function.
• Oversee high-quality service and customer relationship management.
• Contribute to strategic direction aligned with business goals.
• Build relationships across departments to resolve service challenges.

Skills

Customer service experience

Team leadership

Communication skills

Proactive problem solving

Ability to work under pressure

Experience in FMCG or hospitality

Systems-savvy

Positive attitude

Job description

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 getting started.

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- You will 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. You will identify opportunities to innovate and implement solutions that enhance efficiency, customer satisfaction, and overall service delivery across all channels.
• Exceeding our customers’ expectations- You will oversee the cultivation of excellent customer relationships and ensure consistently high-quality service across all platforms. You will 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, you will contribute to the strategic direction of the Customer Experience function, aligning it with broader business goals.
• Collaboration- You will build strong relationships across departments including Operations, Production and Sales to proactively identify and resolve service challenges before they impact customers. You will 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.
• You will have previous customer service experience in the food industry, FMCG, or hospitality, as well as experience in managing a busy team.
• You relish working in a high pressured, service focused and results driven environment.
• You lead teams with clarity and warmth. You support your people, raise standards, and make them better.
• You are known for your positive, friendly and can-do attitude.
• You are organised, proactive, and you pride yourself in your communication skills.
• You have the ability to remain calm in difficult situations and can think on your feet.
• You are systems-savvy and eager to contribute across departments.
• Most of all, you want to be part of something exciting. You’re 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!