The Shopping Centre industry is driven by people. It’s the skills and expertise of the people that manage, develop and evolve shopping centres for their communities that creates this great industry. Shopping Centre News profiles a range of interesting people from the industry each week. The Shopping Centre Industry can be hard at times, with retail peaks and troughs, sometimes leading to higher staff turnover. However, Queensland-based shopping centre management company, Retail First, has a strong staff retention rate. Kerri Jones, Centre Manager at Toowong Village and Tower, is an example of this, being the longest serving employee at Retail First – committing to more than 25 years to YFG, the shopping centre owners. Kerri has won multiple industry awards for her management of the Toowong Village redevelopment and has many a story to tell of her years in retail.
What is your current role and main responsibilities?
I am currently employed by Retail First Pty Ltd as the Centre Manager of Toowong Village and Tower, which is a combined use property comprising of 31,473 m2 in the Retail Village and 15,135 m2 of Commercial Office Space in the Tower.
It is my responsibility to ensure that the maximum net return is achieved for the Building Owner, together with nurturing and leading the centre management team, ensuring we are working towards common goals.
How did you get into this industry?
I initially started my career in the Valuer General’s Department studying to be a property valuer. In 1989 I was offered a position with Baillieu Knight Frank as an Assistant Property Manager in their commercial property department and welcomed the opportunity to work in the private sector. I was approached by Byvan in 1992 to manage a small retail centre in Brisbane’s CBD, which was my introduction to the exciting world of retail. Over the years Byvan morphed into Retail First, with many of the original employees still working in the company.
Toowong Village
Tell us a little bit about your career?
When I first entered the property world I was one of the first female managers and being young and new to the industry I quickly had to establish myself in a male dominated arena. The first few years were tough, but I soon learnt how to handle many difficult situations and how to deal with all types of people.
The retail industry is a fast changing and dynamic environment which means that life is never boring, and you need to be flexible to survive.
In 1993, I started to manage shopping centres for a private Taiwanese family, now known as YFG, who own 20 shopping centres in South East Queensland. Over the years as their portfolio grew I have managed 9 of the 20 centres.
What if your most memorable moment of your career?
Having to close a building on Queen Street in Brisbane on the 2 December 1994 due to a burst council water main flooding the basement and surrounding buildings. Being an old building, all the services were in the basement and were damaged by water and needed to be replaced or repaired. This prevented all tenants from entering/occupying the building for several days. It was this experience that reinforced with me, that procedures needed to be followed to protect all parties in the event of the unexpected.
Toowong Village
What do you love most about your job?
I love the diversity of the job, the people we meet, and the relationships we build over time. I always tell new staff entering the retail industry for the first time that no two days will ever be the same and to be prepared for whatever the day brings.
What do you least like about your job?
Seeing inexperienced retailers buy a business thinking that all their dreams have come true and then watching as their world crumble.
What advice would you give to someone starting in the industry?
Have a thick skin, don’t take things personally, remember that some people can’t be helped, be flexible and have a good work/life balance. Enjoy the people and the relationships you build over time.
And most importantly…. don’t stress about what has happened today because tomorrow is a new day, and anything could happen!
What do you do in your leisure time to de-stress?
I love to cook, spend time with my friends and family, and travel.
What’s your favourite retailer and why?
I enjoy seeing successful independent retailers who offer good service and something a little different.
What is the single most important quality you need to possess to be in this industry?
Patience!
Toowong Village
