SCEPTRE winner...
Published: 14 September, 2007
Greg Lumley has been manager of McArthurGlen's Ashford Designer Outlet for almost three years.
His priority has been to improve relationships with tenants and the community. At the same time, he has made strategic moves to take the centre's offer up-market.
Lumley always visits anchor tenants and any under-performers on a weekly basis, and all the others at least once a month.
Training he has implemented to improve conversion rates has paid great dividends and resulted in an impressive 11 per cent increase. Lumley has also introduced late-night openings and evening sales now typically account for some 12 per cent of weekday business.
There has been a 25 per cent increase in non-rental income (not including car park revenue) and an 8 per cent increase in footfall, achieved mainly by targeting group visitors, generating a 21 per cent increase in coach visitors. The number of voids has been reduced by 40 per cent, with 13 new tenants, including Polo Ralph Lauren.
Customer complaints fell by 16 per cent, while positive comments from shoppers rose by 116 per cent. And, remarkably, there were no complaints from tenants.
