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About the Role
The Senior Manager, Real Estate and Customer Experience leads property operations and customer experience across Prologis’ Greater Toronto Area portfolio. This role sets local priorities and is accountable for portfolio operating and financial performance, building condition, and customer service. It leads a team and works closely with various stakeholders to resolve complex property matters and improve long-term asset performance.
Responsibilities
- Lead, coach, and develop the RECX Manager, RECX Coordinator, and three Maintenance Technicians; set goals, clarify accountabilities, address performance, and build an inclusive, accountable team.
- Set regional RECX priorities and operating plans aligned with portfolio strategy, customer needs, financial objectives, and company standards; recommend resource needs and improvements.
- Oversee property operations, tenant relations, maintenance, service requests, rent collection coordination, compliance, inspections, and corrective actions to maintain safe, well-operated buildings.
- Develop property plans and oversee capital projects, tenant improvements, and fit-outs from budgeting and procurement through construction, close-out, and handover, managing scope, schedule, cost, quality, and tenant communication.
- Build customer relationships, monitor service response and resolution, site visits, issue trends, and feedback, and maintain accurate customer records and follow-up in Salesforce and related systems.
- Partner with Leasing on lease interpretation, leasing activity, customer and property information, lease obligations, and customer transitions; lead RECX customer initiatives and applicable Essentials programs or pilots.
- Own RECX operating and capital budgets, forecasts, financial reporting, vendor procurement and performance, and risk and regulatory compliance; identify trends, explain variances, address gaps, and escalate material issues promptly.
Requirements
- At least seven years of progressive commercial real estate or property management experience, or an equivalent combination of education and experience.
- At least three years of people leadership experience, including coaching, setting expectations, addressing performance issues, and developing effective teams.
- Experience overseeing industrial property operations, customer relationships, building maintenance, capital projects, and tenant fit-outs.
- Experience managing operating and capital budgets, forecasts, financial reporting, and variance analysis.
- Experience procuring and managing service agreements and holding vendors accountable for cost, schedule, safety, and quality.
- Ability to interpret leases and apply property management, regulatory compliance, safety, and risk management practices.
- Valid driver’s licence and ability to travel to properties across Toronto and the GTA; ability to work occasional evenings, weekends, or on-call hours when business needs require.
Skills
- Salesforce
- Yardi
- Facilities management
- Capital project tracking systems
- Leveraging emerging technology, automation, and AI tools
Location
- Toronto, Ontario, Canada
Work Type
- Full time
Experience Level
- Senior Manager
Education Level
- Bachelor’s degree in business, real estate, engineering, or a related discipline, or equivalent experience.
- Relevant professional designation such as CPM or RPA.
Salary/Compensations
- $130,000 - $170,000
Benefits
- Generous total rewards package
- Leadership development
About the Company
- Prologis leads the industry with a 1.3 billion square foot portfolio and an annual throughput of approximately $3.2 trillion.
- We create the intelligent infrastructure that powers global commerce, seamlessly connecting the digital and physical worlds.
- Our ecosystems help businesses move faster, operate smarter and grow sustainably.
- With unmatched scale, innovation and expertise, Prologis is shaping the future of logistics and building what comes next.
Equal Opportunity
- Prologis has a strong belief that our people are the most important part of our business.
- We provide a generous total rewards package and dedicate both time and resources to leadership development.
- Our team is intentional about cultivating a culture rooted in diversity, equity, and inclusion so that everyone at Prologis feels a sense of belonging.