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. In this special ‘Movers & Shakers’ feature published in SCN magazine, we speak with nine industry leaders about their career journey and experiences, and discuss some of the key trends and major challenges facing our industry. Here, we profile Zak Lewin, Portfolio Manager at Elanor Investors Group.
Tell us about your current role and main responsibilities
I am currently the Portfolio Manager at Elanor Investors, where I lead a team of asset managers overseeing the success of Retail, Industrial, Commercial, and Healthcare assets across Australia and New Zealand. My passion lies in retail, which constitutes the majority of the properties I manage.
What do you love most about the job?
I love the diversity of the role and working with passionate people who strive for the best outcomes using innovative solutions. Working in a fast-paced, nimble business means there is never a dull day, and you are at the centre of everything. Yes, it is challenging, but that’s what makes it rewarding.
How did you get started in retail property?
I started on the retailer side in supermarkets and department stores in the UK, Ireland and New Zealand. In 2004, Westfield sought experienced retailers for shopping centre management. After several meetings with the Westfield NZ team and a brief stint learning the ropes, I became the Centre Manager of Westfield Downtown in Auckland.
Do you have any career highlights, proudest moments, favourite projects?
As the Regional Manager in Western Australia, one of my responsibilities was overseeing a centre in the Pilbara, specifically in South Hedland. This remote location presented several challenges. I was part of the development team that rejuvenated the centre, which underwent a major facelift and expansion, completely transforming the retail offering within the town. Significant changes included moving amenities from external to internal, replacing vinyl flooring with stone tiles, and even providing a parent’s room. The remoteness of the location made the development challenging, with geography and weather playing major roles.
Despite being a relatively small-scale development, costing about $18 million, it was transformational for the centre. I vividly remember giving a speech alongside the Mayor on launch day, with feedback from local dignitaries and customers being incredibly positive.
What are some of the major challenges facing the industry?
Online retail continues to be a significant challenge for the industry. While COVID-19 accelerated its growth, we have yet to see its full impact as experienced elsewhere. The size of the country and the dispersed population still make logistics challenging. My main issue with online retailing is the delivery time – I want my purchases immediately, and I believe many others feel the same.
Creating the best shopping experience and continually surprising and delighting our shoppers will keep us relevant.
Riverton Forum, WA
How can landlords and retailers work better together?
Communication is key. Understanding each other’s businesses as much as possible is crucial. The landlord and retailer relationship is unique, with both parties highly reliant on each other’s success. Open and honest dialogue, combined with a willingness to understand, can make the relationship mutually beneficial. As a Centre Manager, I found that morning walks through the centre as retailers opened provided invaluable opportunities to understand their challenges and share updates about the centre.
What makes a successful shopping centre?
It all starts in the car park. If the customer journey begins smoothly, you’ve already won half the battle. A positive parking experience puts customers in the right mindset to enjoy their visit.
Then, it’s about the retail mix – the right balance of national retailers and unique local operators keeps the centre interesting. Add varied dining options, and you’ve got a shopper who will stay for the day. Dwell time is key.
Which, in your opinion, is the best example of a good shopping centre?
During a layover on my way to Europe, I visited IconSiam in Bangkok. The centre’s ability to incorporate everyday Thai life, even creating a floating market, while maintaining a modern luxury feel, is impressive. An engaging, surprising and delightful shopping experience is what we all seek –IconSiam ticks every box and more.
Who’s your favourite retailer and why?
I have a couple of favourite retailers, both for their excellent customer service. InStitchu, a custom tailor with 12 stores, offers a modern twist on buying a new suit with exceptional service. Mecca is another favourite. While I am not a direct customer, I am consistently impressed by the in-store team’s knowledge and service when shopping with family and friends.
Paradise Centre, QLD
What excites you about the future of our industry?
The unknown of what the next big thing will be excites me. Ten years ago, who would have thought we’d have gaming arcades, escape rooms, and axe-throwing in shopping centres? These attractions are here now. The excitement lies in what’s next and how shopping centres will evolve over the next decade.
At our Paradise Centre, we recently introduced axe-throwing, a bowling alley and an escape room. This type of entertainment retail wasn’t possible just a few years ago and it’s exciting to witness the ever-evolving retail landscape here in Australia.
What advice would you give someone starting in the industry?
First, make the most of the expertise around you and ask questions of experienced professionals. Shopping centre professionals are generally open and willing to offer advice.
Second, work within a centre management office on-site to understand the day-to-day realities. Daily interactions with retailers and shoppers, along with the unpredictability of the job, are exciting and rapidly enhance your business knowledge, preparing you for head office roles or leading centre management positions.
What are some of the key trends you are seeing in the industry?
Some of the key trends I’ve noticed include a strong embrace of omni-channel retail, where understanding the customer through data is becoming crucial.
Experiences like entertainment precincts, pop-up events, and enhanced food and beverage offerings are just as important as shopping itself, aimed at keeping customers engaged for longer.The idea of the ‘third space’ is really taking off, with shopping centres evolving into vibrant destinations beyond just places to shop or grab a meal.
We’re also seeing a significant increase in entertainment and food options integrated into retail spaces, and more mixed-use centres where it feels like customers almost live on-site.
This Q&A profile of Zak Lewin forms part of SCN’s Movers & Shakers feature. Premium members can view the full series in the latest edition of SCN magazine.
