Department Mission

Role Mission

The VP of Asset Strategy is responsible for ensuring Playbook delivers measurable value to building owners by translating on-the-ground operational insights into clear, performance-driven strategies that improve tenant experience, retention, and asset performance.

This role sits at the intersection of client relationships, internal operations, and strategic growth—owning a portfolio of Playbook’s most important accounts, building and leading the Asset Strategy function, and ensuring alignment between ownership goals and day-to-day execution across assets.

Your Goals: Measuring Performance

• Portfolio Growth and Retention: 
• Achieve 110% Net Recurring Revenue (NRR) retention across the entire Asset Strategy portfolio.
• Portfolio Performance
• 90%+ aggregate client satisfaction score across all accounts managed by your direct reports.
• 95% client retention
• Demonstrated expansion across top 25–30% of revenue base
• Partnership Depth 
• Multi-threaded relationships across all enterprise accounts
• Executive engagement on every key account (e.g. QBR attendance, strategic sessions)
• 100% of accounts with recurring strategic sessions
• Client includes Playbook in early-stage decisions
• Strategic Adoption and Impact
• 100% of enterprise accounts have a clearly documented asset strategy
• 100% of those strategies actively implemented across operations
• Talent Development: 
• Team operates independently at high strategic level
• Consistent account quality across portfolio
• High retention and performance ratings for the Asset Strategy team.

The What: Key Responsibilities

Client Value & Growth

Own satisfaction, retention, and expansion across assigned portfolio

Directly manage top-tier, high-revenue client relationships

Accountable for NRR across the portfolio

2. Enterprise Relationship Leadership

Build and maintain deep, trust-based relationships with ownership groups, asset managers, and executive stakeholders—positioning Playbook as their most trusted strategic partner

Serve as the senior strategic advisor to ownership groups and asset managers

Translate client goals (NOI, leasing, positioning) into actionable strategies

Lead renewals, expansions, and high-stakes conversations

Develop a nuanced understanding of each client’s:

investment strategy

portfolio priorities

internal dynamics and decision-making processes

Establish consistent, high-value touchpoints that go beyond reporting—bringing proactive insights, opportunities, and strategic recommendations

Serve as a confidant and advisor, not just a service provider—able to challenge assumptions, influence decisions, and guide clients toward better outcomes

Anticipate client needs before they are explicitly stated, using both data and on-the-ground insights from operations

Build multi-threaded relationships across each organization to reduce risk and deepen partnership

Translate complex operational realities into clear, executive-level narratives that resonate with ownership priorities (NOI, leasing, retention, positioning) 

3. Department Build-Out 

Design and build the Asset Strategy function as a scalable, high-impact discipline

Define:

Team structure and roles

SOPs and workflows

Client segmentation and engagement models

Meeting cadences (QBRs, strategy sessions, reporting rhythms)

Establish a clear answer to: “What critical role does Asset Strategy play, and how do we create value?”

4. Portfolio Leadership 

Directly manage Directors of Asset Strategy

Together, own the full client portfolio

Ensure consistency in:

client experience

strategic quality

communication and responsiveness

Step into key accounts or escalations as needed

5. Bridge Between Operations & Ownership 

Translate on-the-ground insights from Playbook’s host/operations teams into strategic recommendations for ownership

Ensure client decisions are informed by:

tenant behavior

engagement patterns

operational realities

Close the gap between:

what owners see (NOI, reports)

and what’s actually happening in the building

6. Asset Strategy Development 

Ensure every asset has a clear, tailored strategy across:

placemaking

technology

marketing & communications

Align all strategies with:

leasing goals

tenant demand

market positioning

Continuously refine strategies based on performance data and feedback

7. Cross-Functional Leadership

Act as the connective layer across:

Operations (hosts)

Design

Placemaking

Marketing

Technology

Ensure all teams are aligned on:

client priorities

success metrics

strategic direction

Provide structured feedback loops from clients to internal teams and back to clients

8. Senior Leadership & Company Growth

Serve as a key member of the leadership team

Contribute to:

company strategy

new business development

service evolution

Help shape how Playbook scales its offering across markets and clients

Baseline Qualifications:

• Experience: 12+ years of experience in client success, account management, or CRE strategy, with at least 5 years in a significant leadership role managing senior individual contributors or directors.
• Education: Bachelor’s degree required; MBA or advanced degree in Real Estate or Hospitality preferred.
• CRE Expertise: Deep knowledge of amenity strategy, tenant engagement, and asset performance within Class A commercial real estate.
• Relationship Mastery: Proven track record of building deep trust with C-suite stakeholders and navigating complex organizational structures.
• Communication: Exceptional polished presentation and negotiation skills.
• Strategic Vision: Ability to connect disparate data points across marketing, design, and operations into a cohesive, high-value strategy for building owners.