Galeta is on a mission to become the best-loved wholesale bakery in the UK.
We already supply more than 1,500 of the country’s best cafés, restaurants, hotels and cultural institutions every day of the week. We’re growing fast, investing in our systems, developing our teams and building a business capable of becoming much bigger.
Great product gets us through the door. Great service keeps us there.
Our customers order daily, our products are perishable and our delivery windows are unforgiving. When everything works, it feels effortless. When it doesn’t, we need to respond quickly, take ownership and make the customer feel looked after while ensuring we never make the same mistake again.
That’s where you come in.
The role
You’ll lead Customer Experience at Galeta.
You’ll run a team of CX agents and own the experience of more than 1,500 active wholesale customers, from their first order to their thousandth.
This is not a strategy-deck job. You’ll be in the detail: response times, missed deliveries, order accuracy, credits, complaints and the countless small moments that decide whether a customer stays with us for years or quietly drifts away.
You’ll set the standard, hold it and keep raising it.
Build the system
We don’t want to scale customer experience by simply adding more people.
You’ll lead the digital transformation of the function: improving our CRM and order-management systems, automating repetitive work, building better self-service for customers and giving the team the tools and information they need to solve problems quickly.
You’ll turn fragmented customer contact into a clear, connected view of every account. You’ll build reporting that shows us where service is failing, which customers are at risk and what needs to change across the business.
The goal is simple: fewer manual processes, fewer avoidable contacts, faster resolution and a better experience for customers.
You won’t be handed a finished system. You’ll define what good looks like, choose the priorities and work across Galeta to make it real.
We’re looking for someone who can run an excellent service operation today while building a smarter, more automated one for tomorrow.
What you’ll own
- The customer experience function, seven days a week
- Leadership, development and growth of the CX team
- The customer journey from first order to long-term account health
- Service standards across response times, resolution, credits and complaints
- Customer retention and the early identification of at-risk accounts
- Escalations — when a customer is unhappy, you take ownership
- The systems, reporting and processes behind consistently excellent service
- A weekly view of what is going wrong, why it is happening and what we are doing about it
- Working with colleagues across Sales, Production, Dispatch and Logistics to fix problems at source, rather than repeatedly apologising for the same failure
- Building a function that can scale with the business
You’ll be the voice of the customer inside Galeta and the person who makes sure that voice leads to action.
Who we’re looking for
- You have led a high-performing customer service or customer experience team, ideally in a hospitality-adjacent or wholesale sector
- You have operated in a fast-moving environment where service failures have immediate consequences
- You are as comfortable calming an angry customer at 7am as challenging a department head at 4pm
- You are direct, resilient and relentless about following things through
- You hold a high bar, develop people well and deal with poor performance when required
- You notice the missed callback, the incorrect invoice and the credit that was never processed
- You use data to understand what is really happening, not to decorate a presentation
- You know the difference between resolving a complaint and fixing the problem that caused it
- You are comfortable with early starts, weekend working and the rhythm of a business that never fully stops
- You recognise the madness of repeated tasks that could be automated through smart deployment of systems and tools
Most importantly, you care deeply about getting things right for customers, and you have the energy and authority to make the rest of the business care too.
Useful experience
Experience in any of the following would help:
- Food, hospitality, FMCG or another perishable, time-critical environment
- CRM or order-management implementation
- Customer self-service and automation
- Using service data to improve retention and operational performance
The reality
This is a hands-on leadership role in a seven-day business.
There will be early starts, weekend rotations and difficult conversations. You’ll inherit problems that need fixing now while building the team, systems and standards that prevent them from happening again.
The package
- Performance bonus linked to service and retention
- Genuine ownership of the customer experience agenda
- The opportunity to build a function at the heart of Galeta’s growth
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