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 talk to Mandy Poynton, Retail Manager of Lendlease’s Sunshine Plaza which is currently undergoing a $420 million redevelopment, so she is one busy person, managing a range of stakeholders through a major project. One of her career aspirations was to work at Sunshine Plaza and she is well and truly living that dream as the centre transforms.

What is your current role and main responsibilities? 
I am currently Sunshine Plaza’s Retail Manager, responsible for delivering a number of special projects associated with the development underway at the centre. These projects range from managing the delivery of new elements of the existing centre upgrade works, such as a new Customer Service Desk and mall ambience, through to elements that will enhance our customers’ experience and engagement.

What do you love most about your job?
The variety, there is never one day the same. This can vary from the ensuring that the centre presents at its best, through to assisting and collaborating with our retailers and customers on any number of different issues.  There is always an opportunity to make a positive difference to someone’s day.

Then there is the opportunity to think outside the box through the support of Lendlease’s focus on innovation. This allows me to explore and implement new projects that are a unique point of difference to the centre and our community.

What is your most memorable moment of your career?
There have been lots! Most recently winning the Community Award for Sunshine Plaza at the Shopping Centre Council of Australia Marketing Awards. The Award was for a 14-week exhibition of photographs featuring children and adults affected by genetic conditions located on the 18^th The exhibition, Redefining Beauty, raised awareness about rare genetic conditions and challenged traditional notions of beauty within the environment of a shopping centre.  The exhibition allowed families from all over Australia to come together and share their stories and show their support.

What makes a great Retail Manager?
A Retail Manager needs to have a strong understanding of many business facets along with a practical approach, can do attitude and genuine commitment. Good communication and listening skills will help a Retail Manager to understand the needs of both the retailers and customers in the centre.

Tell us a little bit about your career
Since immigrating from the UK many years ago I started my retail journey in shopping centres as a Marketing Manager. I subsequently worked across a variety of roles within a number of Regional and Super Regional centres in the Brisbane area over nine years.I then took 11 years out from the corporate world to own and manage my retail businesses. I joined Lendlease over five years ago and moved to the Central Coast of NSW to take up the role of Retail Manager at Erina Fair. I have since enjoyed working across several other Lendlease assets.

Having the opportunity to work at Sunshine Plaza undergoing redevelopment has been high on my career aspirations list!

What do you think makes a successful shopping centre?
The fundamentals of shopping centres have not changed. Whilst customer expectations have become more sophisticated it is now critical to provide great customer service. We rely more than ever on our retailers and their staff to deliver this with every customer interaction. The art of great service, an appropriate retail mix and a safe vibrant environment that the community can relate with, to share time with family and friends is the winning combination over online shopping.

What do you do in your leisure time to de-stress?
I have been called a plant-aholic by some, as I spend most weekends in the garden or at the markets buying more plants! Always found gardening a great de-stressor and rewarding to see your efforts come to fruition along with a healthy source of exercise away from the computer. My more adventurous projects of late have included building a raised garden bed and a dry wall, along with a bit of fencing thrown in!

What’s your favourite retailer and why?
I have to say Bunnings! When you live in shopping centres, Bunnings is a great out! I always end up buying those odds and ends that you just don’t need, but are so handy, along with some more plants and house reno bits and pieces.

What has been your hardest career decision?
To take on the commitment of owning your own business. Whilst it is exciting it is also a big decision.

What motivates you?
Talking to people with great life experiences that can share their wealth of knowledge.

Interested in being profiled? Please contact Belinda at belinda@shoppingcentrenews.com.au