Senior Director, Customer Enablement

Sr. Director Of Customer Enablement

Link Logistics Real Estate ("Link") is a leading operator of warehouses and business parks, specializing in last-mile logistics real estate. Established by Blackstone in 2019, the company connects consumption, technology, and the supply chain across its portfolio, which spans half a billion square feet. We leverage our scale, proprietary data and insights, and foundational focus on sustainability to drive success for our customers' businesses and deliver value for our stakeholders. We put our people, customers, and communities first and find ways to make a conscious, positive impact where we live and work. Every day, we work to reinvent and lead our industry forward by thinking bigger and challenging the status quo.

The Sr. Director of Customer Enablement is a strategic executive responsible for championing the customer perspective across the organization and shaping and delivering a best-in-class customer experience across Link's enterprise-wide industrial real estate portfolio. Reporting to the Vice President of Customer Intelligence and Enablement, this role provides strategic and operational leadership over Link's Customer Enablement functions across the enterprise.

This position plays a critical role in designing experiences across the customer lifecycle that generate the customer intelligence needed to improve outcomes, empower the field, and enable smarter, faster decisions to support the enterprise.

Core Responsibilities:

• Design and implement enterprise-wide strategies for a consistent, impactful customer experience across all touchpoints and channels throughout the customer lifecycle.
• Map, architect, and continuously refine the customer journey in partnership with Operations, lead CX pilots that test, validate, and scale new experience concepts into repeatable, operationalized programs, identifying and resolving gaps that reduce friction and drive loyalty.
• Own customer and vendor operational communications, and oversee enablement programs and training across the enterprise including Link Way, CX Champions, and the CX Allowance.
• Oversee the delivery of white-glove, high-touch service for our high-value Focus Customers while providing digital-first omnichannel support across all customer segments and digital products.
• Support the scaling of CX and customer intelligence through digital tools and platforms, including but not limited to Link+, FieldIQ, chatbot, call center and messaging.
• Support ongoing integration of processes, systems, and ways of working, in relation to customer intelligence and enablement, while helping to foster a cohesive one-company culture across teams.
• Use data, metrics, and customer feedback to demonstrate the impact of enablement initiatives including KPIs such as OSAT, NPS, SSO, and SSNOI Growth.
• Serve as the organizational advocate for the customer driving a customer-centric culture, monitoring industry trends and competitive benchmarks, and ensuring compliance with governance, operational, and regulatory standards across customer interactions.

Required Skills and Experience:

• Bachelor's degree in Business, Psychology, Marketing, Communication, or a related field; advanced degree preferred
• 12+ years of progressive leadership experience in customer experience, enablement, or customer success roles with a direct responsibility for customer lifecycle management and program ownership.
• Track record of leading successful, cross-functional customer experience initiatives and improving operational performance.
• Demonstrated success in designing and optimizing journeys for both customers and employees.
• Exceptional communication, analytical and financial acumen, change management, and stakeholder engagement skills.
• Experience with customer engagement technologies (CRM, analytics, CX platforms) and demonstrated ability to analyze and leverage data for business impact.
• A solid understanding of property management operations, customer relations, and service delivery within a large, distributed real estate portfolio is a bonus
• Ability to thrive in a fast-paced, growth-oriented environment and manage competing priorities

Preferred Qualifications:

• Certified Customer Experience Professional (CCXP) designation
• Change management (Prosci) and/or Lean/Six Sigma training or certification

$175,000 - $190,000 represents the presently anticipated base compensation pay range for this position at Link. Actual pay may vary based on various factors, including but not limited to location and experience.

Link provides a variety of benefits to employees, including health insurance coverage, retirement savings plan, paid holidays, paid time off.

The direct compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility.

EEO Statement

The Company is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant, employee, or other covered person based on any legally recognized basis, including, but not limited to: veteran status, uniformed servicemember status, race, color, caste, immigration status, religion, religious creed (including religious dress and grooming practices), sex, gender, gender expression, gender identity, marital status, sexual orientation, pregnancy (including childbirth, lactation or related medical conditions), age, national origin or ancestry, citizenship, physical or mental disability, genetic information (including testing and characteristics), protected leave status, domestic violence victim status, or any other consideration protected by federal, state or local law. We are committed to providing reasonable accommodations, if you need an accommodation to complete the application process, please email View email address on click.appcast.io.