SCEPTRE winner - Centre Manager of the Year (150,000 to 500,000 sq ft)
Published:  21 June, 2007

The SCEPTRE Award for Centre Manager of the Year at a medium-sized centre, sponsored by Photo-Me, was won by Greg Lumley, manager of McArthurGlen’s Ashford Designer Outlet.

Greg has been at Ashford for almost three years now and he has made his priority improving relationships with tenants and the community. At the same time there has been a strategy of moving the centre’s offer up-market.

He visits the anchor tenants and any underperformers on a weekly basis, and all other at least monthly, and training to improve conversion rates has paid dividends with an 11 per cent increase in conversion.

He also implemented late-night openings and evening sales now typically account for 12 per cent of weekday business. At the same time there has been a 25 per cent increase in non-rental income (not including car parking revenue) and an 8 per cent increase in footfall, achieved mainly by targeting group visitors which generated a 21 per cent increase in coach visitors.

The number of voids reduced by 40 per cent with 13 new tenants including Polo Ralph Lauren moving in. Customer complaints fell by 16 per cent, while positive comments from shoppers rose by 116 per cent. And there were no complaints from tenants.




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