CUSTOMER JOURNEY IMPLEMENTATIE MANAGER BELGIUM/FRANCE

JOB DESCRIPTION

Wereldhave is currently developing the shopping centres of the future in line with its Vision 2025 to address changing customer needs. This includes incorporating relevant retail market developments and customer lifestyle changes into the centres of the future. Therefore, we have initiated a Customer Journey Program to improve the full customer journey. In the first phase we have developed concepts for the following essentials: Hassle free parking, Toilets, Wayfinding, Play & Relax. These have to be widespread implemented in the coming 2 years in our Shopping Centres. Therefore, Wereldhave is expanding their Customer Journey team.

Customer Journey Implementation Manager Belgium/ France

The Customer Journey Implementation manager Belgium/ France will be implementing the essential basics of Customer Journey. Your task is to successfully implement these 4 essentials within Budget, Planning and Quality in our shopping centres in Belgium/ France. You are the linking pin between different Shopping Centre teams, development teams and Agencies to ensure implementation runs smoothly.

Your key responsibilities:

• Driving the Customer Journey implementation across Belgium and France by completing several projects in 2019 in 10 Shopping centres in Belgium and France
• Overseeing project management, monitoring progress of all projects and responsible for periodic reporting, delivery in time, meeting the quality norm and within budget
• Guiding the local Shopping centre teams in receiving the right input for your briefing, design and implementation
• Coordinating the different agencies through the different project phases; briefing, design and implementation
• Ensuring internal stakeholders are involved and informed
• Supporting internal communication on the transformation to a customer centric organization
• Anticipating and mitigating issues and risks for smooth execution

REQUIREMENTS

• You have 5+ years experience in project management and are experienced in steering complex projects
• You have an analytical mindset with the ability to prepare and interpret (financial) data; great planning, prioritization and time management skills to handle multiple, ongoing projects in a fast-paced, deadline driven environment.
• You have an outstanding result- and solution-oriented attitude, in combination with a pragmatic and entrepreneurial approach.
• You have experience in managing external partners e.g. Agencies and technical partners
• You can collaborate effectively with a multitude of different (cultural) internal stakeholders. You have strong interpersonal and inter-department skills; able to effectively communicate with diverse stakeholders
• You have experience of Business transformation and organizational change and know how to engage colleagues in a volatile environment
• You speak Dutch and French on a professional level and English is a major asset
• Preferably you experience in and extensive, up-to-date knowledge of commercial real estate and the retail field, preferably in shopping centre management
• Your daily work requires you to be at the local Shopping centres (50% Belgium, 40% France, 10% Netherlands).

DEPARTMENT PROFILE

Wereldhave invests in dominant convenience shopping centres in larger regional cities in northwest continental Europe. The area surrounding our centres will include at least 100,000 inhabitants within 10 minutes’ travel time from the centre.
Wereldhave mainly focuses on shopping centres that strike a balance between convenience and shopping experience. With easy accessibility, products that cover all the daily shopping needs, a successful mix of international and local retail products and strong food anchor stores, our centres provide convenience shopping to accommodate a busy urban lifestyle as well as an ageing population.