Centre Operations & Guest Experience Coordinator

Unibail-Rodamco-Westfield; Leidschendam; On-site; EUR 32,000 - 42,000; Full time

Job summary

Unibail-Rodamco-Westfield is seeking an Asset Assistant for the Centre Management team at Westfield Mall of the Netherlands. You will help connect people, information and activity, support the General Manager and wider team, and coordinate tenant communications, reporting and centre projects to maintain a smooth operation.

The role offers variety across shopping centre operations, customer experience, marketing, data and project coordination, with opportunities to contribute to centre

Qualifications

• 1–3 years' experience in customer service, retail, hospitality, reception, or office administration.
• Organised, detail-oriented and able to manage changing priorities.
• Proactive, independent and solution-focused.
• Strong communication in writing, on the phone and in person.
• Interest in retail, real estate or customer experience.

Responsibilities

• Support the General Manager, Assistant General Manager and Centre Management team with day-to-day priorities, meetings, presentations, events and longer-term projects.
• Act as a key point of contact for tenants, helping to answer operational queries and ensuring information is shared clearly through email, reception and URW Connect.
• Coordinate customer enquiries and feedback, working with partners to ensure complaints and requests are handled professionally.
• Help improve the customer journey across the centre, including signage, digital screens, maps and wayfinding.
• Support preparations for customer experience assessments, quality audits, surveys and mystery shopping.
• Monitor customer experience measures and feedback trends, helping identify opportunities for improvement.
• Coordinate administrative elements of tenant move-ins and move-outs, working with Construction, Operations and Marketing.
• Maintain key centre information across internal systems, the website, URW Connect and operational documents.
• Manage collection of sales information and support footfall and centre performance reporting.
• Gather and analyse information from systems such as Digiez, Sprinklr, MyData Portal and Mercury.
• Prepare clear reports, presentations and updates for internal and external stakeholders.
• Help maintain a safe, sustainable, organised and welcoming Centre Management office.
• Coordinate with Guest Services, Reception, cleaning, maintenance, parking and other supplier teams.

Skills

Customer service

Retail operations

Office administration

Communication

Organised

Tools

Outlook

Excel

PowerPoint

Word

URW Connect

Job description

Unibail-Rodamco-Westfield is seeking an Asset Assistant for the Centre Management team at Westfield Mall of the Netherlands. You will help connect people, information and activity, support the General Manager and wider team, and coordinate tenant communications, reporting and centre projects to maintain a smooth operation.

The role offers variety across shopping centre operations, customer experience, marketing, data and project coordination, with opportunities to contribute to centre