The Multi-Family Practice Leader is responsible for leading all of the Multi-Family sector management functions and provides guidance, direction, and training to the professionals who perform Multi-Family management services at the market level with the intended effect of increasing overall market and wallet share as well as ensuring well-coordinated and consistent service delivery for our existing clients. The role will serve as the "voice of the client" with respect to the services delivery and performance of CBRE Multi-Family Property Management Services. This role works closely with the Property Management Chief Operating Officer and Local Market Area Leaders to provided better execution and ultimately better client experience at the client and asset levels. This role reports to the Global President of Property Management and the position represents CBRE Property Management as a member of the CBRE Multi-Family Division, Americas. Flexible work location, but preferred in Dallas TX, Austin TX or Chicago IL.
Proven and well-known expert in high rise Multi-Family property management, Director level experience, and Market Level or small company leadership skills. Commands expert, industry recognized knowledge of all aspects of the Multi-Family property management business, including but not limited to tenant attraction and retention, programming of amenities and retail, turnover management, engineering, security and concierge services. Preferred candidate will have first-hand knowledge of deal structures, portfolio operations and accounting, renovation/redevelopment, and ground-up development. A strong understanding of current tools and technology to develop resident/occupant engagement through a programmatic approach to create loyal customers.
Experience in effectively running a 20M s.f. or 10,000 unit portfolio or larger property management business unit or comparable 3rd party management company.
Ability to collaborate with and cross-sell other Lines Of Business (LOB's) within CBRE.
Reviews and manages monthly Multi-Family portfolio data via Tableau on a National, Regional, Local market and strategic account/top client basis. Develop strategies and initiatives to increase market share throughout the Business Line.
Coordinates and works with the Regional Multi-Family Practice Group Leaders and alternates in developing new business pursuits, development of new operational tactics and procedures. Holds monthly conference calls with these Regional Leaders to gather market intelligence across the portfolio.
Ability to diagnose and recognize problem areas brought up by clients and report those concerns to the appropriate internal parties (PM Market Leaders, Local Market Area Leaders, Property Management Operations Managing Director, Property Management Chief Operating Office) to address and solve. The experienced candidate should be able to develop and recommend appropriate solutions to these internal parties mentioned above.
Works with the local market leaders on specific Multi-Family property/client problems and issues. If requested, assists the local market leaders in sourcing and interviewing Multi-Family real estate managers.
Promote and enhance best practices, structure, Multi-Family global standards, and tools for Multi-Family oriented real estate managers to utilize and work with applicable Tactical Operations Committee member to determine and assist with updates across the platform.
For many different national and/or large regional or local new business pursuits lead, train, or guide all or most aspects of the pursuit and business development process from prospect identification, lead generation, research, team formation, pre-pitch client interviews, strategy development, message creation, proposal writing/creation, pitch rehearsal, pitch presentation, and follow up. Ensure teams include cross-functional expertise to differentiate CBRE service offerings from that of our competition. This is a teaching and leadership role for those delivering Multi-Family oriented services. This targeted group includes, but is not limited to Market Leaders, Global Client Care members, Local and Regional Pursuit Teams and in many cases local market real estate team members on a national basis.
Participate in selecting and prioritizing pursuits in alignment with both local market priorities and national initiatives such as Premier Properties (Multi-Family), and Client Care Americas Investor Services clients (Global Client Care). Along with the A&T Investor Leasing Leader, represent the Multi-Family asset class in the weekly Client Care Business call which reviews large strategic account pursuits.
Working closely with the Multi-Family Investment Sales Leader and the regional Multi-Family leads, develop processes for tracking properties for sale in the marketplace to ensure that CBRE professionals and our clients are aware of all properties on the market, regardless of the firm buying or selling the assets. Tasks may include building competitive sets, recommendations for asset upgrades, assembly of market lease and sale comps, and creating a special value proposition for clients. Participate and shares knowledge of Top Talent in the industry.
Drive the identification of off-market acquisition opportunities for clients.
Conduct regular strategy and discussion with Client Care Americas leaders to determine which clients offer the largest opportunities for both immediate and long-term growth for Multi-Family product type. Along with the Client Care leaders and other CBRE Multi-Family leaders, attend annual meetings with the respective Client Care clients and present respective client results by CBRE and strategic opportunities for the clients along with a current/forecast status of the industry.
Assist Investor Services teams in sourcing new business pursuits and lead generations based on local regional and national relationships, past experiences, and other factors. This will require the candidate to assist, and in some cases lead the proposal development, pitch development and presentation.
Enhance and update the Multi-Family Property Management marketing collaterals on an on-going basis. Working with the local Market Leaders, continue the development of "Multi-Family focused" proposals and pitch books that should become consistently used for all Multi-Family management proposals.
Represent CBRE Property Management in Industry conferences and events.
Work with the position's Global counterparts and their staffs in Multi-Family Asset Services in Asia-Pac and EMEA on a per project and as needed basis.
Presents Portfolio and Business Line annual results and following year objectives to Property Management Leaders at the annual Property Management Leadership conference.
In addition to direct production of opportunities, work with Senior Leadership in pursuing, analyzing and closing new Multi-Family management company M&A pursuits.
Influencing Operational Excellence
Coordinate with Investor groups to maintain a complete list of targeted clients in the Market, and review this list at weekly specialty meetings.
Work with all Multi-Family sector real estate professionals to create and maintain meaningful and current leasing and sale comp databases.
Working with the Client Care professionals, determine current market share and target clients in the Multi-Family sector; address CBRE market share vs competitors.
Manage conflicts of interest with clients and professionals in Multi-Family sector where we have service offerings that might be perceived as overlapping.
Assist and advise Property Management leadership in staffing strategies and recruitment, ensuring clients' needs are being met.
Conduct quarterly calls/meetings with all Multi-Family sector professionals working with Client Care clients to share performance, best practices to ensure/provide consistency.
Coordinate inbound CBRE business and ensure that the best CBRE team is assigned to its execution.
Work with Client Care Americas Investor Services Team across the top clients around service delivery at the asset level.
Work with the Multi-Family Public Relations and Business Finance units to respond to annual industry surveys and requests for press briefings, interviews, etc.
Study our services model and profit models to develop new areas of revenue generating opportunities, i.e., Multi-Family Project Management to include Tenant Coordination Services in all go forward CBRE Multi-Family Management Contracts or Multi-Family specific accounting teams and accounting processes that are Multi-Family property focused.
Assume the Property Management Leader role in CBRE's Multi-Family Division Leadership. Work with each of the Multi-Family Functional Leaders to develop new business opportunities for joint assignments in their respective Regional markets and help to build appropriate Property Management staffing and new business opportunities in markets where we have little Multi-Family management experience and teams.
Work closely with the head of Multi-Family Project Management to develop new business and revenue opportunities for both Multi-Family Property Management and Multi-Family Project Management Services in the Americas.
Work closely with the Multi-Family Division Leaders, the Multi-Family Division educational team and with the Property Management Chief Operating Officer in marketing and enrolling current staff members in our in-house Multi-Family educational classes.
Continue to pursue the need to develop industry credibility in the high-end Multi-Family business by marketing the benefits of IREM membership and accreditation for all of our Multi-Family real estate management staff. Encourage local CBRE Property Management members and local Market Leaders to get involved in local Multi-Family organization events and conferences.
Working with Business Finance and Corporate Accounting, continue the implementation of Multi-Family property type classifications and nomenclature into the CBRE Portfolio Accounting system so that the sub asset classes of Multi-Family property assignments and data can be more easily tabulated and used to understand the Multi-Family portfolio's composition and performance by type.
This role has indirect personnel responsibilities for the Leasing Agents within the Multi-Family Platform and assists in directing strategies for operations, new business development, personnel additions and long-term planning for this sub-business unit.
Partner and work closely with the brokerage Multi-Family practice leader in delivering a seamless approach to management and leasing business in the Multi-Family sector with a goal of driving new business opportunities in all Multi-Family related lines of business.
Conduct broker debriefs on a regular basis and assist professionals in the creation of annual business plans centered on Multi-Family product.
Conducts regular debrief calls with clients to discuss their goals, strategies, concerns, capital flows, issues, etc. Coordinate with Client Care Americas Investor Services Team across the top clients.
Coordinate with Investment Properties to review producer support costs, metrics, and reconciliations with producers, ensuring the collection of support cost overages from producers in the multi-family team.
Work to expand the Multi-Family Asset Client Management model for those clients (not just Multi-Family, should include office, industrial and Multi-Family as well) who are looking for a differentiator service, or leverage for their existing asset management team either as they ramp up their portfolio, or as they close down an asset fund or portfolio.
In conjunction with the Client Asset Management staff, develop appropriate pricing parameters to be charged for providing this service to future and in some cases existing clients.
Schedule client meetings when they are in market and coordinate visits with them in their home offices with Client Care Americas Investor Services Team and other CBRE teams.
Work with research and marketing on special reports/deliverables/presentations to clients.
Act as a trusted advisor to our clients, assisting them in asset management and strategic asset decisions while coordinating with appropriate CBRE leadership and serve as the voice of the customer.
Assist clients in building design and positioning in both new development projects as well as building renovations and strategic repositioning, to include meetings with architects, designers, and consultants.
Guide and assist clients in other asset management related functions as needed.
Maintain active involvement in Multi-Family, community, and real estate industry activities in the national and local markets, being viewed as an industry leader and expert.
Be an ambassador for CBRE at the local level with investors, developers, consultants, economic development organizations, journalists/media, and other real estate professionals who call on CBRE for information, advice and assistance.
EDUCATION AND EXPERIENCE
Bachelor's degree (BA/BS) from four-year college or university and a minimum of fifteen years of multi-family operational experience, which should include high-rise Multi-Family real estate management, investment, valuation and asset management knowledge from a client/owner/operator perspective, coupled with additional years of hands on experience in the third-party management industry. Master's degree preferred.
High level of business acumen. Knows how businesses and large organizations work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the market place.
CERTIFICATES and/or LICENSES
Real estate license required. CPM (Certified Property Manager), ARM (Accredited Residential Manager), and/or CAPS (Certified Portfolio Supervisor) professional designation or candidacy preferred.
Approximate travel: 50%
Internal Number: 19035255
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.