Since 2021, Prologis Benelux uses Real Estate & Customer Experience Teams (RECX) to ensure customers’ needs are met and to offer best in class and personal service. Thanks to this RECX- set-up, Prologis customers can rely on integrated, cross-functional expertise, and high-quality service. 

Challenge

While operations have been running smoothly with strong customer relationships in both regions, a challenge arose: the Real Estate & Customer Experience Manager in Belgium pursued another job opportunity, thus resulting in a job vacancy at a key position. How to fill this position, while aiming to both continue satisfying customers’ needs and facilitating employees’ ambitions?

Embracing change

While this situation started out as a challenge, Robin Tiktak (Real Estate & Customer Experience Lead Benelux at Prologis) soon realized it presented an opportunity instead. “Embracing change is key at Prologis, and that’s exactly the starting point of realizing that this stand-alone change had the potential of setting things in motion that would benefit the entire team”, says Tiktak. A new approach started to take shape in Tiktak’s mind. 

Instead of going for the ‘easy’ solution – hiring externally – he developed a new team structure, based on the individual wishes and ambitions within the team. Tiktak: “Based on personal development plans and by listening closely to what the team members find important, we were able to create a new team setup, rethinking everyone’s role, and considering individual growth ambitions.” 

As a first step, the vacant position of the Real Estate & Customer Experience manager within the Belgium team needed to be filled. According to Tiktak, a great solution was at hand: the Senior Real Estate & Customer Experience manager of the South Netherlands team, Sandra van Deijl, was the best person to jump in and secure continuity, providing customers with the best possible service and expertise. However, she left big shoes to fill. Who could step up and be trusted to perform well in this important role? 

Tiktak: “Trusting employees to handle their new position and responsibilities well, was key to the success of the new structure. Especially since their new roles would be challenging for them at first.” Freek op ‘t Hoog is a good example to illustrate this. The former Facility Manager was being coached by Van Deijl and was very eager to grow within Prologis. Considering his career goals, Tiktak offered him the opportunity to step up and take on Van Deijl’s position as Real Estate & Customer Experience manager in the South Netherlands team. The new structure allowed for promotions and facilitating other ambitions, such as working part-time or offering a clearer career growth path, resulting in a win-win situation for everyone involved. 

“I’m very grateful that Robin and Prologis have given me this opportunity to grow and develop in my professional career. Keeping close contact with my customers is an additional added benefit that allows me to strengthen our existing relationships,” says Op ‘t Hoog. 

Nick van Valkenburg added: “Developing myself further in the position of Facility Manager in the North Netherlands team is something I’m grateful for as it will allow me to grow further within Prologis, which is my ambition.”

Great leadership

Prologis strongly believes that people are the key to success. Andreas Herz, Head of People and Culture Northern-Europe at Prologis, explains: “We believe in the sustainable way of working, hiring ambitious people with the right DNA and providing them with a clear career path. It's crucial to continuously listen to employees’ wishes and ambitions along their career and to act upon them, embracing change. I believe it is one of the reasons that many employees stay at Prologis for an above average period. Tiktak’s approach is a clear example of the Prologis People and Culture philosophy, something our customers also appreciate since it ensures continuity.” 

Jessica Pilkes, Head of Operations Northern-Europe at Prologis adds: “Robin did a tremendous job, which required a lot of courage and persistence. He really listened to his team and trusted them to develop themselves and chase their ambitions in new roles. Considering my own career path growing within Prologis, I can genuinely relate to this, being shown the trust that I needed to step up. With this new setup, he showed great leadership that I wholeheartedly commend. He has set a perfect example that I hope will be followed within Prologis.”