Director, Real Estate & Customer Experience

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:

Director, Real Estate & Customer Experience

Company:

Prologis

Director, Real Estate & Customer Experience, Columbia, MD

A day in the life

As a Real Estate and Customer Experience (RECX) Director, you will lead the Customer Experience Teams (CETs) that strive to provide best in class service to customers in our 19 million square feet of industrial buildings in the Baltimore/DC market. Our customer base is diverse and we’re looking for leaders who enjoy managing and collaborating with teams that service the biggest names in e-commerce logistics and warehouse operations.

Key responsibilities include:

• Expert in all areas of Property Management & Customer Experience and ensures optimal market performance, driving department strategy.
• Lead a team of approximately 12 employees to own and maintain strong, long-term relationships with a portfolio of customers, understand their businesses, and implement  creative solutions to their challenges.
• Ability to coach, motivate, train, develop, manage, and direct people in their work. Drive positive employee culture and satisfaction to retain and grow talent.
• Need to have functional knowledge of acquisition/disposition process, Property Management accounting, taxes, property associations, contract negotiation, budgeting, lease document language, and building systems and equipment.   
• Manage team for optimal customer ticket response time in FFacilities Management system.
• Partner with Procurement team to achieve cost savings and  I don’t think the QBR management process is a critical component of the RECX-Dir job. I think managing the VO and bidding and awarding process is.  I would say ‘and manage contract services process including RFP, bid review, award, OpEx controls, and contractor management.
• Lead Essentials program including the Essentials Manager partnership, RECX management related KPI’s and RECX management related continuous improvement and customer initiatives.
• Embrace and lead change by driving and motivating team to engage in innovative ideas, initiatives, and pilots.  Lead outreach to customers and third parties  for requests for energy, utility, and data that enhances Prologis Energy, Mobility, and Sustainability programs.
• Manages optimal and proactive internal and external communication skills to drive inclusion, team engagement and results.
• Ensures market achieves and demonstrates optimal customer engagement and vendor management.
• Accountable for the RECX team’s management and performance (e.g., crucial conversations, performance reviews and issues, and employee development). Strong mentor and coach for RECX team. Acts as a resource for the RECX team to escalate customer, vendor, governmental and/or property issues impacting our portfolio.
• Assists Market Officer in fostering a high-caliber, inclusive work environment where people are proud to be a part of the team and embrace change. Cultivates strong partnerships with peers and stakeholders, including brokers and investors, across Prologis and the industry.

Building blocks for success

• Bachelor’s Degree from a four-year college or university and 7+ years of commercial real estate experience; or 5+ years of experience in property management; or equivalent combination of education and experience.
• Must have a current Real Estate sales license in the State of Maryland, Virginia, or DC 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.
• Ability to provide superior internal and external customer service, strong diplomacy and crisis diffusion skills.
• 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 Micr