The shopping centre industry is driven by people. It’s their vision, expertise, and commitment that shape and evolve our retail environments to meet the needs of vibrant communities. In this special feature from SCN magazine, we speak with seven leading executives working in CBD retail to explore their career paths, insights, and perspectives on the key trends shaping the future of the sector.
In this exclusive Q&A, we spotlight Amanda Clarke, the Precinct General Manager for ISPT Retail and Commercial Portfolio – WA, as she shares her journey and outlook on the evolution of CBD retail.
Tell us about your current role and main responsibilities?
As a Precinct General Manager for CBRE, I lead the property management of ISPT’s Retail and Commercial portfolio in Western Australia. My role encompasses strategic asset planning and performance, major tenant partner relationships, development management and a strong focus on exceptional customer experience.
It’s a broad and exciting role that works directly with ISPT in shaping their portfolio strategy to ensure superior asset performance and strong investor returns.
What is your favourite aspect of the role?
The incredible people I get to work with every day, from our centre teams at the assets, to my colleagues across Australia and our diverse range of retail partners and stakeholders. No two days are the same in property and as someone who thrives on connecting with people, creating a dynamic and collaborative environment makes each day exciting and rewarding.
What advice would you give to someone starting in the industry?
The property landscape is continually evolving, and being highly adaptable is key to success in the retail industry. Be sharp, be receptive, embrace change and be willing to step out of your comfort zone.
Hard work is fundamental in this industry; there are no shortcuts to building a successful career in property. Learn from the everyday experiences and, if you have the opportunity, secure a mentor, someone who you can bounce ideas off plus download the emotions that working in property evokes!
What do you think are the key ingredients for a successful CBD centre?
It’s all about the experience; for most CBD customers, it’s a destination shop and an excursion/outing all wrapped into one. Think shopping, dining, entertainment and ‘third spaces’ that combined create vibrant destinations beyond just a place to shop.
Our strategy focuses on providing a memorable experience every time, across every asset and the two main ingredients for this are nailing the retail tenancy mix to suit the customer demographic and responsible asset investment. If you can get these right, the rest will follow.
How do you attract and retain high-quality retailers in a competitive CBD market?
CBD retail is a highly competitive market and the key to attracting and retaining high-quality retailers is understanding their needs, investing in the asset responsibly and creating long-term relationships. Our strategy focuses on:
- Understanding retailer needs: Do your market research on their specific needs and preferences. Tailor your offerings to meet these demands
- Competitive pricing and incentives: Competitive lease rates, flexible terms and competitive incentives that reflect current market conditions while ensuring profitability
- High-quality amenities: Provide desirable amenities including modern facilities, high-speed internet, open shopfronts and communal spaces, which can enhance tenant satisfaction
- Sustainability practices: Focus on eco-friendly practices and facilities, many high-quality retailers are increasingly prioritising sustainability in their operations
- Flexible spaces: Offer adaptable spaces that can accommodate the changing needs of businesses, including co-working spaces or customisable offices
- Professional property management: Invest in skilled property management that can promptly address concerns, maintain the property, and foster a positive retailer relationship
- Community building: Create a sense of community within the property through networking events, workshops and tenant gatherings that foster relationships among retailers
- Long-term relationships: Foster strong relationships with existing retailers to encourage lease renewals. Regular communication and addressing their needs efficiently can lead to higher retention rates.
What strategies do you use to manage retailer relationships?
Our team adopts a very hands-on and transparent approach to retailer relationships, cultivating a sense of personalisation for each retailer in every interaction with building management. Key strategies revolve around open and personalised communication, responsive management, flexibility and understanding and, most importantly, regular check-ins. Retailer satisfaction comes from feeling heard and included so taking five minutes out of your day to say hello, seek feedback and address any issues are key to long-term relationships.
What are some of the key trends you are seeing in the industry?
Experiential retail, omni-channelling and ESG strategies will continue to be highly prevalent in the property market as retailers and property owners alike seek to meet increased customer expectations.
The focus on experiences over simply shopping will continue to increase, with a shift from merely selling products, to creating memorable shopping experiences and dwell spaces that in turn create repeat shopping behaviours.
The increased integration of online and offline with retailers adopting/improving their omni-channel approach, allowing customers to shop seamlessly across physical stores and online platforms. Buying online and returning instore will add an extra layer of customer convenience and brand loyalty.
And the increase across ESG for property owners, retailers and customers will continue to be a hot topic and driver for asset performance into the future. More and more retailers are now seeking specific sustainability initiatives inside assets to aid in meeting their ESG targets, while customers are becoming ‘greener’ seeking eco-friendly and ethically sourced products and services.
What are some of the major challenges facing our industry?
One of the bigger challenges we continue to see is development and fit-out costs, which remain high due to escalating material prices and labour shortages – factors that need to be considered when both property owners and tenants are looking at timelines and budgets. Having said that, in recent months, we have seen strong shifts in the Perth CBD, with new retailers hitting the market, increased renewals, and high-end refurbishments. CBD traffic is on the rise and has begun to resemble pre-COVID trade. I am looking forward to seeing what the next 12 months brings for the retail property sector and our CBDs.
This exclusive Q&A forms part of SCN’s Movers & Shakers feature, published in CBD Guns 2025. Subscribe here to access the full digital magazine.
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