S1 E4 — Noah Echols + Mike Gomes — Tomorrow’s operating model, today

Funnel took Multifamily Unpacked on the road, to talk about Tomorrow’s Operating Model with multifamily leaders in the Atlanta Area.

Learn from Mike Gomes, Chief Experience Officer at Cortland, and Noah Echols, SVP of Marketing and Customer Experience, CARROLL as they discuss their experience changing their operating model to include role specialization to create a better renter experience.

They share things to avoid, things that worked well, and how each of their companies approached this monumental change.

Noah Echols, Senior Vice President of Marketing and Customer Experience, CARROLL
Noah Echols serves as the Senior Vice President of Marketing and Customer Experience for CARROLL. He believes that a focus on resident experience is vital to the success of the company and pursues opportunities to align business objectives with resident needs to create measurable value. His primary duties include creating marketing strategies that build equity in our corporate and property brands while allowing for local flexibility to meet the unique challenges within each market. In this role, he serves as an enabler for the corporate marketing team and property teams to execute based on best practices and corporate strategies.

About CARROLL
CARROLL, a privately held real estate company founded in 2004, boasts nearly 29,000 units and has acquired more than $12.1 billion of real state. With headquarters in Atlanta, Ga., and regional offices in Dallas-Fort Worth, Raleigh, Denver, Tampa, New York, and Los Angeles, CARROLL focuses on multifamily communities, including acquisitions, community and asset management services, ground-up development, and fund management.

Mike Gomes, Chief Experience Officer, Cortland
Mike Gomes, is the Chief Experience Officer at Cortland, and works to develop and implement Cortland's approach to a forward-thinking resident and community living experience. With over 20 years of customer experience leadership with top brands like Disney and AMB Sports and Entertainment, he leads Cortland's marketing, communications, and design teams in bringing Cortland's brand to life across all resident experience touchpoints with the aim creating of creating an industry-leading resident experience and fueling the company's growth.

About Cortland
Cortland was founded in 2005 with a focus on multifamily development in Atlanta. They are one of the largest multifamily firms in the US, the “Top Brand Performer” for online reputation among property management companies (Reputation.com, 2022), and a Great Place to Work-Certified™ Company (2022).

Headquartered in Atlanta, Cortland owns and manages apartment communities across the US with regional offices in Charlotte, Dallas, Denver, Greenwich, Houston, and Orlando. Internationally, we operate a build-to-rent (BTR) management and development platform in the UK.

Through their integrated business model, enterprising team, and commitment to placing the resident at the center of our decisions, Cortland is aiming to set a new experience standard for the apartment industry — one community at a time.

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