National Director, Property Management
Job Description
Description
Role Summary
The National Director, Property Management is a visionary leader and mentor responsible for delivering exceptional customer experiences across a diverse national portfolio. This role is ideal for a people-first leader who thrives on developing talent, building trust with customers, and driving operational excellence. You will lead a culture of service, accountability, and continuous improvement—ensuring that every customer interaction reflects our commitment to excellence.
Core Responsibilities
Mentorship & Leadership Development
- Build and lead a high-performing, service-driven property management team across the country.
- Mentor regional and site-level leaders, fostering a culture of coaching, collaboration, and professional growth.
- Develop and implement training programs focused on customer service, operational excellence, and leadership skills.
- Conduct regular performance reviews, succession planning, and talent development initiatives.
Customer Experience & Relationship Management
- Serve as the senior relationship manager for key customers, ensuring their needs are met with empathy, speed, and precision.
- Champion a “voice of the customer” approach, using feedback to drive innovation and service enhancements.
Customer Success Metrics
- Key performance indicators (KPIs) such as:
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Service Response Time
- Issue Resolution Time
Internal Service & Communication
- Foster strong cross-functional relationships with departments such as Leasing, Operations, Finance, Legal, Brand and Customer Experience.
- Ensure alignment between property management goals and broader organizational strategies.
- Lead regular interdepartmental meetings to share updates, resolve issues, and drive collaboration.
- Promote transparency and open communication across all levels of the organization.
- Act as a bridge between frontline teams and executive leadership, ensuring two-way communication and shared accountability.
Operational Oversight
- Ensure consistent, high-quality operations across all properties, aligned with customer expectations and brand standards.
- Support regional teams in managing inspections, maintenance, and vendor performance.
- Oversee procurement and contract management for key services (e.g., janitorial, landscaping, HVAC).
- Drive operational innovation and process improvements to enhance efficiency and customer satisfaction.
Capital Projects & Construction Oversight
- Guide teams in managing capital improvement and customer construction projects with minimal disruption.
- Ensure all projects meet compliance, safety, and quality standards.
- Oversee insurance claims and ensure accurate documentation and reporting.
Financial & Lease Administration
- Support teams in interpreting lease agreements and managing customer lease-related inquiries.
- Monitor financial performance, ensuring alignment with budgets and cost-efficiency goals.
- Approve invoices and support annual budgeting and forecasting processes.
- Collaborate with accounting to manage receivables and resolve customer
Company
Pure Industrial
Location
Toronto
Country
Canada
Salary
125.000
URL