CDI - Hospitality Project Leader (H/F) at Klépierre in Ile-de-France

Job description

Klépierre is the European leader in shopping malls , combining expertise in both development and asset management. Headquartered in France, the Group owns and operates 70 leading shopping centers in major cities across 10 countries and is listed on the Paris Stock Exchange (SBF 120). Klépierre’s signature, Shop.Meet.Connect.® , reflects our vision for shopping centers: places that offer the very best in retail while serving as destinations for social interaction, leisure, and long-term engagement with the communities they serve. Through its CSR strategy, Act4Good® , the Group is committed to building the most sustainable commerce platform. As an employer, Klépierre is dedicated to providing the best possible experience for its people, where everyone can succeed and grow over the long term. Our motto, We love shaping malls , captures the expertise and passion of Klépierre teams, united by a shared purpose and guided by common values: Commit, Develop, Explore and Care . We foster a diverse, inclusive, and equitable work environment where everyone has the opportunity to grow and reach their full potential. Klépierre welcomes talent from all backgrounds, regardless of physical characteristics, origin, gender, sexual orientation, or any other individual characteristic. 🛍️ We love shaping malls. POSITION SUMMARY Within the Customer experience team, the Hospitality Project Leader is responsible for coordinating and delivering the Group Hospitality roadmap across territories. The role translates the Hospitality strategy into concrete projects, standards and tools, with a strong focus on customer journey, services and Customer Experience CapEx projects. Working closely with Territory teams and Group functions such as Operations, Design, Development and Asset Management, the Hospitality Project Leader ensures that projects are delivered, Group standards are applied and results are monitored across the portfolio. KEY RESPONSIBILITIES : Coordinate the Hospitality roadmap and projects Manage the Group Hospitality roadmap and ensure its delivery across territories. Translate the Hospitality strategy into concrete projects, priorities, timelines and deliverables. Define and deploy Group service standards, guidelines and tools for B2C and B2B customers. Develop and roll out new hospitality services and concepts, from brief and pilot to implementation. Structure projects with clear scope, milestones, responsibilities and expected outcomes. Align Group and Territory stakeholders and ensure effective project execution. Support territories in implementing Group standards and adapting them to local needs where relevant. Track project delivery, identify issues and ensure appropriate follow-up actions. Monitor Hospitality KPIs, including customer satisfaction, service performance and implementation progress. Coordinate Customer Experience workstreams Manage the customer journey improvement roadmap across the mall portfolio. Define and deploy Group standards for key customer touchpoints, including rest areas, parking. Lead priority Customer Experience programs from definition to implementation across territories. Manage the CapEx Customer Experience Leaders community and related governance. Consolidate Customer Experience CapEx needs and support annual investment prioritization. Prepare Customer Experience projects for Group CapEx reviews and consolidate Territory inputs. Track project delivery, budgets and timelines across the portfolio. Review projects with Territory and mall teams to ensure alignment with Group standards. Identify implementation gaps and drive corrective actions with relevant teams. Support Customer Experience governance and cross-functional coordination Support the Customer Experience team in structuring strategic materials, analyses and executive presentations for Group and Territory leadership. Contribute to key Hospitality deliverables and management presentations across the team’s different workstreams. Organize and facilita