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 facilitate Hospitality community initiatives, including webinars, Picture of Success sessions and cross-functional workshops.
• Structure and share best practices, tools and key learnings across Group and Territories.
• Provide project support on strategic and operational Hospitality topics, depending on team priorities and business needs.

PROFILE :

Education

• Master’s degree or equivalent from a business school, university or engineering school.

Experience

• 3–5 years of project management experience in Customer Experience, hospitality or retail.
• Proven experience managing cross-functional projects and multiple stakeholders.
• Retail real estate experience is a plus and exposure to CapEx projects is an advantage.

Technical Skills

• Advanced PowerPoint skills, with the ability to produce clear, executive-level presentations.
• Strong Excel and analytical skills.
• Comfortable working with KPIs, budgets and project reporting.
• Fluent in English.

International Exposure

• Comfortable working across countries and with international teams.

Personal Skills

• Strong project management and organizational skills.
• Able to manage multiple projects and priorities simultaneously.
• Analytical, structured and detail-oriented.
• Strong stakeholder management and communication skills.
• Hands-on, proactive and solution-oriented.

WHY JOIN KLÉPIERRE?

BE PART OF A BOLD AND INNOVATIVE EUROPEAN LEADER

Klépierre shapes the experiences of millions of Europeans across the continent’s most dynamic regions. The company combines the benefits of a human-sized organization, including agility and proactivity, with the excellence of a listed company. Klépierre has unparalleled expertise in commercial real estate, leasing, asset management, shopping center operations, property management, maintenance and construction, financing, and investment.

SHARE A COMMON PURPOSE AND AMBITION

Klépierre is continuously evolving to build the most sustainable commerce platform. Enriched by a diversity of cultures, nationalities, and perspectives, Klépierre is a vibrant reflection of the communities in which it operates. A shared set of values, COMMIT, DEVELOP, EXPLORE, CARE, embodies the mindset of our teams as they work together to deliver the highest level of service to all stakeholders.

THRIVE IN A STIMULATING WORK ENVIRONMENT

At Klépierre, every talent matters. Our commitment to our employees reflects our ambition to provide a unique experience from the moment they join and throughout their careers. Klépierre encourages flexibility, enabling employees to take on new challenges across Europe and adapt their skills to the evolving needs of our business and customers. We invest in continuous professional development, providing every team member with opportunities to learn, grow, and thrive through a wide range of experiences.

WORKING CONDITIONS

❤️ ✨ 🛍️ We love shaping malls

💼 Career Development: Training programs, internal mobility opportunities, and exciting career paths.

💰 Benefits: Meal vouchers and employee benefits program.

🌱 Sustainability Commitment: Contribute to responsible and innovative projects, including our Community Day (an annual day dedicated to supporting a charitable organization).

🤝 Great Workplace Culture: A collaborative team spirit and a strong focus on employee well-being.

ABOUT KLÉPIERRE

Klépierre is the European shopping center leader, combining skills in property development, leasing, and asset management. With its headquarters based in France, the company owns and operates 70 premium shopping centers in major cities of 10 countries. It is listed on the Paris stock exchange (SBF120). Klépierre’s signature, Shop.Meet.Connect.® reflects the vision for our shopping centers: offering the best retail experience, they are also places to socialize, take part in leisure activities, and interact sustainably with the surrounding area. The Group CSR policy, known as Act4Good®, aims to build a sustainable platform for commerce.

In terms of employee welfare, Klépierre is committed to providing the best experience for its teams, offering an environment where everyone can succeed and flourish over the long term. Our “We love shaping malls” motto encompasses the expertise and passion of Klépierre’s teams, all of which pursue a common goal based on shared values: Commit, Develop, Explore and Care.​

We create a diverse, inclusive, and non-discriminatory work environment where everyone can reach their full potential. Klépierre welcomes people from all backgrounds, regardless of their physical abilities, origin, gender, sexual orientation etc.

🛍️ We love shaping malls.​