Head of Customer Experience

Company Overview

Galeta is a premier artisan wholesale bakery based in London with over 15 years of history. Starting from a market stall, it has expanded to supply over a thousand cafes, restaurants, hotels, and food-related businesses across London and the South East, operating every day. The company is experiencing significant growth with a strong ambition for the future, placing customer experience at the core of its success.

Role Overview

The Head of Customer Experience will oversee the entire customer experience function, leading a team of four specialists in a seven-day operation from the Farringdon office. This role requires a hands-on and detailed approach to ensure excellent service in fast-moving daily operations, including managing response times, order accuracy, delivery issues, credits, complaints, and other key moments that affect customer loyalty.

Key Responsibilities

• Lead, develop, and expand a team of four customer experience professionals working seven days per week, responsible for scheduling including early starts and weekend shifts.
• Manage the complete customer journey from the initial order through to long-term engagement across more than a thousand active wholesale customers.
• Establish and maintain service performance standards such as response times, first-contact resolutions, follow-up on order accuracy, credit processing, and complaint completions.
• Create and maintain accurate reporting systems highlighting service KPIs, complaint root causes, credit patterns, and customer health, delivering weekly updates to leadership.
• Collaborate daily with production, dispatch, and logistics teams to proactively resolve systemic issues at their source.
• Personally handle escalated matters, ensuring same-day responses to key account concerns including phone or on-site visits.
• Focus on customer retention by identifying at-risk accounts early, understanding reasons for departure, and resolving issues promptly.
• Recruit, train, and manage team performance as the business grows, developing a scalable customer experience function.

Candidate Profile

• Demonstrated leadership in customer service with a proven record of delivering high-quality service in a fast-paced, operational setting.
• Skilled in managing and mentoring teams, with the ability to maintain high standards while fostering development.
• Persistent and resilient, with a proactive approach to completing tasks and driving accountability across teams without requiring approvals.
• Highly detail-oriented, attentive to errors such as incorrect invoices, unreturned calls, and unprocessed credits.
• Excellent communication skills, capable of effectively managing interactions ranging from calming upset customers early in the morning to constructively challenging senior staff.
• Willingness to work early shifts and weekends to match the non-stop rhythm of the business.

Preferred Experience

• Experience leading or significantly contributing to digital transformation projects within customer experience departments, including CRM and order management platform implementation or upgrades.
• Track record of creating self-service options, automating customer communications, and leveraging service data to guide decisions.
• Background in food, hospitality, FMCG, or environments dealing with perishable, time-sensitive products is advantageous.
• Experience managing high-volume B2B customer accounts beyond consumer-focused services.
• Familiarity with order management and CRM systems and confident use of data for team leadership.

Compensation and Benefits

• Annual salary ranging between £60,000 and £70,000, commensurate with experience.
• Discretionary performance bonus linked to service quality and customer retention KPIs.
• Opportunity for significant ownership over the customer experience function within a founder-led company undergoing substantial growth.
• Ability to build and influence a central function critical to company strategy.
• Employee discount on products.

Application Instructions

If interested, please submit your resume alongside a cover letter detailing your motivation for applying and why this role is the right fit at this time. Applications should be sent directly by email; recruitment agencies are not being considered.