Real Estate & Customer Experience, Senior Manager

Prologis, Inc. is the global leader in logistics real estate. In partnership with our customers and our communities, we develop modern, high-quality properties that set the standard for innovative building design and sustainability. Prologis owns or has investments in properties and development projects of ~1.2 billion square feet in 19 countries and enables 2.8% of the world’s GDP. We have committed to achieve net zero emissions by 2040. Beyond real estate, our Essentials platform optimizes the company’s global asset portfolio to provide our customers solutions that address today’s warehouse and shipping challenges. Prologis Ventures invests in logistics innovation and technology companies to modernize supply chains worldwide.

Job Title:

Real Estate & Customer Experience, Senior Manager

Company:

Prologis

Real Estate & Customer Experience, Senior Manager- Columbia, MD

A day in the life

As a Real Estate and Customer Experience Senior Manager, you would be part of a Customer Experience Team (CET) that strives to provide best-in-class service to customers in our 7.2 million square feet of industrial buildings in the Baltimore North portion of our Baltimore/DC Market. Our customer base is diverse and we’re looking for someone who enjoys working with the biggest names in e-commerce logistics and warehouse operations.

Key responsibilities include:

• Oversee the day-to-day operations of assigned properties, including customer relations, maintenance, rent collection, and regulatory compliance.
• Act as the primary point of contact for customers within your portfolio, ensuring their operational needs are met with excellence. Build and maintain strong, trusted relationships by understanding their businesses and proactively addressing their evolving requirements.
• Identify opportunities to enhance the customer journey by leveraging technology, streamlining processes, and implementing feedback-driven improvements to create value for customers, their businesses, and Prologis.
• Develop and implement effective property management strategies and plans to optimize property performance, value, and customer satisfaction.
• Maintain compliance of all policies and procedures. 
• Conduct routine site inspections to ensure that the physical aspects of the properties meet established standards regarding the grounds, curb appeal, risk management/safety requirements (OSHA), cleanliness, and general appearance, and implement corrective measures as necessary.
• Drives and motivates team of 4 employees (property managers, maintenance technicians, administrative personnel), to engage in innovative ideas, initiatives, and pilots. 
• Work collaboratively with internal teams, including leasing, construction, accounting, legal, Prologis Essentials, and development, to deliver seamless service. Foster a culture of accountability, continuous improvement, and innovation within the team to ensure a superior customer experience.
• Assimilate and analyze information pertaining to market and economic conditions.
• Ability to utilize Salesforce CRM to track interactions with customers and customer visits.
• Support sustainability initiatives, including renewable energy projects, efficiency improvements, and environmentally friendly practices, ensuring properties meet expectations.

Building blocks for success

• 3+ years’ supervisory experience, ability to provide superior internal and external customer service, strong diplomacy, and crisis diffusion skills.
• Must have a current Real Estate sales license in the State of Maryland or be able to obtain a license within six months of commencing employment. Please note that the company will cover relevant, associated costs and will consider the reasonable time spent acquiring the license as part of work hours.
• Strong financial reporting background to ensure budget and financial goals are met for the portfolio.
• Highly proficient in full cycle of leasing and lease interpretation.
• Highly developed negotiation and management skills to ensure safe/well maintained properties through competitively bid service agreements/capital projects and work oversight.
• Strong mathematical and analytical skills
• Strong working knowledge of property management accounting software
• Bachelor’s Degree preferred from a four-year college or university and 5+ years of commercial real estate experience; or 7+ years of experience as a property manager; or a CPM or RPA designation; or equivalent combination of education and experience.
• Must be able to multi-task; manage time efficiently to ensure all established deadlines are met and have strong attention to detail.
• Proficient working knowledge of Microsoft Off