KYLIE ROBERTSON
Ocean Grove ,Victoria
Summary
Highly motivated and goal-driven individual with exceptional relationship-building and communication skills. Proven track record of 17 years in retail and shopping center management, consistently demonstrating results-oriented leadership. Honed transferable skills for effective contribution to the role of a Village Manager with Ryman Healthcare. Skilled Senior Manager enabling across-the-board improvements to key service and operational areas. Adept at maintaining compliance, increasing efficiency, and driving growth. Pursuing new professional challenges and eager for growth and career advancement opportunities within the Retirement living sector.
Overview
25
25
years of professional experience
Work History
Centre Manager
QIC
05.2016 - Current
- Centre manager for four centres within the QIC VIC Portfolio
- Woodgrove Shopping Centre
- Coburns Shopping Centre
- Merrifield City JV with MAB
- Craigieburn Junction
- The Centre Manager works closely with the Investment Manager and JV
- Shopping Centre Management
- Full financial responsibility which includes preparing budgets, quarterly budget forecasting and reforecasting;
- Optimise the centres management income objectives along with net operating income (NOI);
- Recommend the annual operating expenses and capital budgets that meets the asset planning objectives
- Full responsibility of ensuring all billings are invoiced correctly and on time;
- Rental payments and debtor’s control - less than 1.0% total billable at month end, with the objective of achieving nil arrears;
- 100% compliance with regulation;
- Ensure all procedures and authorisations relating to operating expenses are fully adhered to;
- Oversee the centre administration team to ensure the proper processes and procedures are being adhered to and actioned on time;
- Manage expenditure within or below budget;
- All contracts are negotiated and executed along with the contractors requirements are actively managed;
- Positive audit results
- Maintains the centre to the highest standards of presentation and risk management;
- Comprehensive analysis of monthly sales reporting, reporting on key variances and understanding of changes and improvements;
- Manage marketing to ensure campaigns are strategic and achieve results based on increasing sales productivity and traffic along with enhancing the customers experience;
- Support and cultivate the customer service team to deliver the best in class service and ensure that any customer or retailer concerns are handled and conducted professionally;
- Have in-depth knowledge of the retail and food industry trends and best practices, both locally and internationally;
- Fully embed the Standards of Excellence and instill a culture of high performance;
- Lead and develop the management team to own, optimise and meet business objectives;
- Lead and act as the primary point of contact and as spokesperson in all media and community engagements, as required;
- Prepare a financial year centre plan, that articulates key strategies, objectives and performance outcomes.
Retail Manager
QIC
07.2014 - 04.2016
- Woodgrove and Coburns Shopping Centre
- The Retail Manager works closely with the Centre Manager to provide an integrated and strategic approach to the centre
- Build and develop a strong rapport with retailers to understand what makes their business work, meeting with them on a daily basis
- Understand how to optimise tenancy mix, market prices for each retailer, increase store productivity and research the market
- Retail Abatement requests, monitor and arrange meetings with retailers
- Prepare Assignment of Lease paperwork and assist in interviewing of new tenants and manage the process
- Encourage experience for both consumers and retailers
- Monitoring of retailer complaints and issues – ensuring these are delegated to correct department in a timely manner
- Work with Leasing to ensure correct tenancy mix is achieved and opportunities presented
- Assist Operations Manager regarding new fit outs and induction procedures
- Ensuing retailers are compliant with lease lines, permitted usage, trading hours and store presentation are in line with leases and QIC Retail standards
- Assist in coordination of new tenancies and refits to ensure contractors are compliant and injuries are prevented
- Be aware of competitors tenancy mix, trends and industry leaders
- Provide Centre Management support
- Lease compliance
- Strong financial administrative element ensuring debt is kept low and retailers pay on time
- P&L in line with budget
- Sales figures – preparing monthly reports
- Monthly reporting on occupancy costs and sales analysis against URBIS data
- Focusing on retailers that fall below the benchmark and on watch list
- Ensure retailer support is taken up by retailers to benefit both the retailer and centre
- Monthly Asset Report – coordinating and formatting document for presentation and present in meeting with Investment Team and Senior Management
- Storage – maintaining budget/forecast and licencing
- Generating extra income where possible
- Work with CML in generating more income from current retailers
- Tenant Reporting – provide regular advice to tenants on the upcoming promotional program, budgets where required and trading performance of the centre versus comparable benchmark
- Work closely with Gadens Lawyers on retailer issues and specifically mediation cases
- Staff management
- Work on the acquisition and transition of retailers of Coburns Central from private landlord to
- QIC
- Achievements
- Storage income 25% over budget FY14
- Retail Concessions 35% under budget FY14
- Manage retailers on the acquisition of the Coburns Shopping Centre into the QIC portfolio
Retail Marketing Manager
CFS Retail, Property Trust
07.2013 - 06.2014
- Vicinity) | Keilor Shopping Centre
- The Retail Marketing Manager works closely with the Centre Manager to provide an integrated and strategic approach to the centres marketing and retailer management to increase traffic and sales, thereby positively contributing to the centres profitability and overall asset value
- Build and develop a strong rapport with retailers to understand what makes their business work, meeting with them on a daily basis
- Understand how to optimise tenancy mix, market prices for each retailer, increase store productivity and research the market
- Prepare Assignment of Lease paperwork and assist in interviewing of new tenants
- Encourage experience for both consumers and retailers
- Monitoring of retailer complaints and issues – ensuring these are delegated to correct department in a timely manner
- Liaise with National Marketing department
- Work with Leasing to ensure correct tenancy mix is achieved
- Assist Operations Manager regarding new fit outs and induction procedures
- Ensuing retailers are compliant with lease lines, permitted usage, trading hours and store presentation are in line with leases and CFS Retail standards
- Assist in coordination of new tenancies and refits to ensure contractors are compliant and injuries are prevented
- Be aware of competitors tenancy mix, trends and industry leaders
- Provide Area Centre Management support
- Develop and maintain public relationships with local council, groups and community matters
- Assist with identifying new leasing opportunities and new tenant mix
- Strong financial administrative element ensuring debt is kept low and retailers pay on time
- Implement both CFSGAM national and local marketing campaigns
- Deal with graphic designers and media agencies for advertisements and press release schedules
- Sales figures & door counters – prepare monthly spreadsheet monitoring of $ spend per customer
- Monthly reporting on occupancy costs and sales analysis against URBIS data
- Focusing on retailers that fall below the benchmark and on watch list
- Ensure retailer support is taken up by retailers to benefit both the retailer and centre
- WAM Minutes – managing and updating
- SAP Document – assist with annual preparation
- QAR Report – coordinating and formatting document for presentation
- Storage – maintaining budget/forecast and licencing
- Generating extra income where possible
- Work with CML in generating more income from current retailers
- Tenant Reporting – provide regular advice to tenants on the upcoming promotional program, budgets where required and trading performance of the centre versus comparable benchmark
- Preparation of retailer newsletter
- Website management
- Social media management
- Prepare and manage marketing budget including forecasting
- Staff management
- Achievements
- Set up all Storage Licences for Keilor Shopping and ensure all information correct in relation to unit size and fees
- Ensure a smooth transition with all retailers with the new ownership from Centro/Federation to
- CFSGAM
- Project leader for In Season –National Marketing campaign for CFSGAM across 16 centres
- Increased website visits on centre website
- Set up and implement Centre Facebook Page
- Increase VIP Database
Retail Marketing Manager
CFS Retail, Property Trust
10.2011 - 06.2013
- (Vicinity) | Altona Gate Shopping Centre As above for Keilor Shopping Centre
- Project leader for In Season –National Marketing campaign for CFSGAM across 16 centres
- Increased website visits on centre website
- Set up and implement Centre Facebook Page
- Increase VIP Database
Marketing Manager
Morgan & Griffin
09.2005 - 09.2011
- Owners and managers of 9 neighbourhood Shopping Centres within Australia and sale of residential land developments
- Research – To organise/conduct appropriate market research to ensure the business plan is appropriately targeted
- Marketing Plan – Develop and execute a rolling twelve month marketing calendar of
- Promotional Events, Advertising, Strategy, Public Relations and Retailer development and training
- Budget – Prepare annual Marketing Budget in line with the goals of the centre business plan
- Ensure that the actual spend meets the budget spend and be able to demonstrate adherence to the budget
- Purchasing – Ensure competitive prices are obtained for all purchases pertaining to the marketing including media purchases
- Ensure the Centre Manager approves all expenses
- Press Relations – Preparation and distribution of press releases to specific promotional events, however a Marketing Manager is not allowed to make statements to the press on any other matter
- Maintain a Media Clipping file with all press or advertising on the centre
- Liaison – Liaise with the owner and the Centre Manager to ensure that they have an understanding of trading performance of the centre, and the results gained from the promotional/marketing program
- Tenant Reporting – Provide regular advice to tenants on the upcoming promotional program, budgets where required and trading performance of the centre versus comparable benchmark
- This included a regular centre newsletter, tenant meetings and presentations
- Legal – to be aware of the legal and insurance requirements with regard to all marketing/promotional activities, and ensure strict adherence to these
- Community Awareness – Liaise with the local community leaders and groups to ensure that the centre is properly represented to reflect culture and values
- Competitive Activities – monitor all competitors as highlighted by the business plan, and ensure that the Centre Manager and Owner are kept fully aware of these
- Internal Reporting – Provide timely reporting internally and quick response to internal requests for information
- Attend those meetings/forums nominated by the Centre Manager
- Sales Figures & Door Counters – Prepare monthly sales figure spreadsheet and distribute to
- Centre Managers
- Recommendations – Assist Centre Manager in production of owner recommendations such as tenancy remix strategies
- Office Manager – VIC Office
- Manage Office Junior
- Maintain all staff records for VIC & QLD including payroll and staff inductions
- Arrange all company travel
- Manage sub tenant and any issues that may arise
- With room bookings and maintenance
- Arrange and organise staff functions
- OHS & Return to Work Coordinator for VIC Office
- Manage all aspects of small office including stationery and office equipment
- Coordinate IT for company
- Diary & travel management
- Implement company policies and procedures annually
- Weekly staff minutes
- Coordinate insurance policies for VIC & QLD
- Office expenses/petty cash
- Administration support for Director and project Manager
- Land Development
- Property Development (other than shopping Centres)
- Assist in the daily management of land, residential, commercial and any other building that does not fall under shopping Centres as required
- Maintain land development register of Lots sold for Bryn Mawr ensuring database is up to date
- Maintain “Building Design” register for Bryn Mawr re lots sold and on sold
- Liaise with McCabe Architects as required
- Achievements
- Setting up, implementing and maintaining company website
- Prepare and manage the marketing budget
- Assist in the setting up and opening of the Brisbane office;
- Implement new procedures for more efficient running of the office;
Event Co-ordinator/Office Manager
09.2004 - 09.2005
Office Manager/Production Co-ordinator
Alpine Exposure Pty Ltd
07.2003 - 09.2004
Property Manager
Glacier Getaways Whistler Canada
01.2000 - 06.2003
Education
Village Management (enrolled)
Property Council of Australia
08.2024
Certificate IV in Property Services (Real Estate) - Real Estate Representatives Certificate
BPG Training
Melbourne, VIC2014
Diploma of Finance Conveyancing -
RMIT
Melbourne, VIC2010
Shopping Centre Marketing -
Property Council of Australia
Melbourne, VIC2009
Graduate Certificate of Business -
Swinburne
Melbourne, VIC2007
Certificate IV in Business -
Swinburne
Melbourne, VIC2005
VCE -
Kilvington Baptist Girls' Grammar
Melbourne, VIC1992
Skills
- Excellent customer service and relationship building skills
- Strong time management
- Sales results driven
- Excellent communication skills
- Articulate with attention to detail
- Innovative and proactive
- Ability to work effectively in a team or autonomously
- Team Leadership
- Budget Management
- Staff Leadership
- Facility Management
- Sales management
- Account Management
- Effective leader
- Performance Improvements
Accomplishments
QIC Real Estate Female Sponsorship Program 2024
QIC WHS Sub committee 2023 -2024
QIC Inaugural Reconciliation Award 2022-2023
Timeline
Centre Manager
QIC
05.2016 - Current
Retail Manager
QIC
07.2014 - 04.2016
Retail Marketing Manager
CFS Retail, Property Trust
07.2013 - 06.2014
Retail Marketing Manager
CFS Retail, Property Trust
10.2011 - 06.2013
Marketing Manager
Morgan & Griffin
09.2005 - 09.2011
Event Co-ordinator/Office Manager
09.2004 - 09.2005
Office Manager/Production Co-ordinator
Alpine Exposure Pty Ltd
07.2003 - 09.2004
Property Manager
Glacier Getaways Whistler Canada
01.2000 - 06.2003
Village Management (enrolled)
Property Council of Australia
Certificate IV in Property Services (Real Estate) - Real Estate Representatives Certificate
BPG Training
Diploma of Finance Conveyancing -
RMIT
Shopping Centre Marketing -
Property Council of Australia
Graduate Certificate of Business -
Swinburne
Certificate IV in Business -
Swinburne
VCE -
Kilvington Baptist Girls' Grammar
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