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. This week we speak to Kylie Neal, Centre Manager of Adelaide Central Plaza.
Can you tell us a little bit about your career?
My first role involved a mixed portfolio of residential, strata and commercial/retail. I quickly realised that my passion was in retail. I relocated to Tasmania to join Colliers Jardine to manage a retail portfolio that included two shopping centre developments. After five years with Colliers Jardiner I relocated to Melbourne to join Centro Properties Group, where I managed a variety of Centres over 12 years. The majority of the centres were in the development phase or in the post-development stabilisation period. I am now in Adelaide, looking after a premier asset for Precision Group of Companies – Adelaide Central Plaza as Centre Manager, responsible, with my team, for the day to day operation of the Centre, all budgeting and delivery of capital expenditure projects relating to the asset.
Adelaide Central Plaza
Did you think you would end up in the role you are in now?
My first job at age 13 was a newspaper round collecting the monthly account money newspaper home deliveries. My collection rate was high and my area kept expanding due to my success with collection. This is not too dissimilar to one aspect of my role now!
What advice would you give to someone starting in the industry?
Undertake a Bachelor of Business in Property. This gives you an all round exposure to all aspects of property. During these learning years you can then take on subjects in areas that spark your interest. I did a double major – Valuation and Shopping Centre Management. I was then able to put my toe in the water into real estate as soon as I graduated.
I’d also recommend finding a mentor in the industry. This person can assist with guidance in your career and any challenges you come occur in your role. Two heads are better than one!
What is the single most important quality you need to possess to be in this industry?
To be able to build relationships. Creating a culture built on trust and effective communication within my Centre Management team so we are all striving for the same goals, to deliver better business performance over sustained periods. The ability to build relationships with our retailers who are key to the success of the Centre is equally fundamental.
What is your most memorable moment of your career?
A retailer who chained themselves to their hoarded up shop! We issued a lock out noticed and hoarded up the premises overnight (they had substantial arrears). The retailer came in and was surprised to see we had taken possession so they decided to chain themselves to the hoarding door. We made sure they were hydrated (provided copius amounts of water to drink) and then when they needed a bathroom break the police took them offsite until they calmed down. This was early in my career and made me think on my feet. It was certainly character building!
Adelaide Central Plaza
What do you love most about your job?
Being able to work in a team and make changes to improve the asset and customer experience. I enjoy being able to be out on the floor, talking to retailers about their business and what we can do to achieve great results together.
What do you think makes a successful shopping centre?
A clean and well maintained Centre. This starts from the first impression a customer has when they get out of their car and walk into the Centre. A good experience builds loyalty and return visitation. With online shopping growing, this is becoming more and more important. The Centre Management team plays a huge role in delivering this experience. My team is always asked “how can we improve the customer experience?”
What’s your favourite retailer and why?
Tiffany & Co. which is located within Adelaide Central Plaza!
Tiffany & Co. are very focused on improving the customer experience and providing personalised service for their clients. All customers are personally greeted as they enter our 350m2 store and the presentation from the prominent façade and throughout the entire store is exceptional. They adapt their customer communication to suit their client making the entire shopping experience personalised and bespoke.
What do you do in your leisure time to de-stress?
Enjoy time with my three children and and manage a few soccer teams for the Adelaide Comets – I like to keep busy !
Do you like shopping?
Yes and I find I’m often back ‘at work’ shopping on the weekend. In other centres I always find myself looking at the amenities, visual merchandising and parents rooms to see if I can get new ideas for my Centre.
What do you think makes a successful shopping centre?
A ‘one team’ model approach, that is suitably qualified and trained personnel in each discipline whether that be Centre Management, Security, and Cleaning complementing one another are therefore able to provide the efficiency and safety benefits of a fully integrated service. This team approach continuously improves the shopping experience. The one team all sharing and exchanging ideas is our secret recipe.
Engaging Centre retailers in the Centre marketing promotions ensures the results achieved are greater, overall providing success for the Centre. This is something we are very good at, at Adelaide Central Plaza.
To participate in People Profiles, please contact Belinda at belinda@shoppingcentrenews.com.au
