Guest Experience Lead — 6-Month Maternity Cover in London

At Hegen, we redefine the parenting experience with award-winning innovations tailored for mothers and their little ones. As a trusted brand in mother and baby products, our mission is to empower mothers in their breastfeeding journey and ease the transition into parenthood through meaningful products and services. Recognized as one of Singapore’s top 10 fastest growing companies, Hegen takes pride in creating practical solutions that combine thoughtful designs with functionality and sustainability for time-strapped parents.

The Hospitality & Guest Experience Associate will report to the Head of People & Workplace Experience, with the Deputy Head of Workplace Experience overseeing day-to-day operations and guidance. As the face of Hegen’s award-winning Experiential Centre, you will ensure that every guest interaction reflects our commitment to quality and excellence.

In this role, you will embody Hegen’s values, ensuring that every guest feels welcomed, prioritised, and engaged. Your professionalism, initiative, and ability to anticipate guest needs will be instrumental in delivering a seamless and elevated experience.

In addition to overseeing front-of-house operations, you will also take ownership of sales performance and inventory management within the Experiential Centre, ensuring both operational excellence and commercial effectiveness. This is a 6-month maternity cover position, with candidates who are able to commence immediately preferred.

• You will oversee the daily Front of House operations, including welcoming guests upon arrival and providing a warm, engaging introduction to the Experiential Centre.
• You will manage the front desk and serve as the primary point of contact for all visitors, addressing enquiries and guiding guests through Hegen’s product offerings.
• You will support and drive in-centre sales by engaging customers, understanding their needs, and recommending suitable products.
• You will be responsible for inventory management, including monitoring stock levels, coordinating replenishment, and ensuring accuracy in stock tracking.
• You will maintain the overall upkeep and organisation of the Experiential Centre, ensuring that the space remains clean, well-presented, and inviting at all times.
• You will manage guest interactions, including addressing feedback, questions, or concerns in a timely and professional manner.
• You will support the execution of events and workshops hosted at the Experiential Centre, ensuring smooth on-site coordination and a seamless experience for all participants.
• You will gather and consolidate guest feedback, providing insights to the management team to support continuous improvement of service standards and operational processes.

• Diploma and/or Degree in retail management, hospitality, business management, marketing or related discipline.
• Relevant experience in hospitality, retail, customer-facing role is advantageous.
• Strong organisational and problem-solving skills, with a keen eye for detail.
• Demonstrated ability to support sales and manage operational responsibilities, including inventory.
• Positive, proactive team player with a strong sense of ownership.
• Excellent communication and interpersonal skills.
• Mandarin-speaking ability is required due to the nature of business operations and client interactions.
• Fast learner who is comfortable with technology and systems.
• Able to multitask effectively and perform well in a fast-paced environment.
• Demonstrated ability to thrive in an agile and entrepreneurial setting.
• Strong sense of aesthetics and presentation will be beneficial.

Hegen is an equal opportunity employer and is committed to building an inclusive and diverse workforce. All employment decisions are based on merit, qualifications, and business needs. By submitting your application, you consent to the collection, use and disclosure of your personal data for recruitment and employment-related purposes in accordance with applicable data protection laws.

At Hegen, we are passionate about fostering a purpose-driven, inclusive and collaborative work environment where every team member can thrive. We are committed to supporting personal growth and offering opportunities for career development at every stage of your journey. Join us in realising our bold vision of impacting 100 million mothers worldwide through innovation, compassion, and excellence. If you are inspired to make a difference and grow with a dynamic team, apply now and embark on an exciting journey with Hegen.