As the retail landscape transforms through technology, sustainability, and experience-led design, facilities management (FM) is stepping into a more strategic role than ever before. We sat down with Michelle Rush, Global Account Director at Macro, to explore how the future of retail FM is evolving from predictive maintenance and smart data to building resilient, future-ready portfolios. Michelle shares her insights on driving operational excellence, creating spaces that elevate brand experience, and empowering diverse teams across global markets.

The retail landscape is changing rapidly - from experiential stores to omnichannel models. What do you think the future of retail facilities management looks like?
The future of retail facilities management is about being a strategic partner, using technology, data, and industry insight to create spaces that run efficiently and feel great to experience. It’s an exciting time for FM, and those who embrace this evolution will help define the next era of retail.

What trends or innovations in retail operations are you most excited about right now?

What really excites me in retail operations right now is how facilities management is stepping out from behind the scenes and becoming a genuine strategic partner in the brand story. With predictive maintenance, smart data, sustainability, and agile store formats, we’re no longer just managing buildings, we’re creating living, breathing assets that evolve with the brand.

Having led FM across major retail portfolios, I find this shift hugely inspiring. It’s about using technology and insight to deliver both operational excellence and great experiences for the people who work and shop there. The future of retail FM isn’t just about keeping the lights on  it’s about bringing spaces to life.

How do you see Macro supporting clients in building resilient, future-ready retail portfolios globally?

I see Macro helping clients build resilient, future-ready retail portfolios by delivering facility management that’s smart, data-driven, and adaptable. It’s about creating consistent, high-performing spaces that can flex with the business while keeping efficiency, sustainability, and experience at the core.

Managing global retail accounts comes with unique challenges, how do you approach consistency of service and brand experience across diverse regions?

For me, consistency starts with clarity, clear standards, strong governance, and empowered local teams who understand the brand as deeply as the client does. Every region has its nuances, but the foundations of great FM are universal: safety, quality, and service. The key is building a culture of collaboration and accountability, supported by data and open communication, so that no matter where you are in the world, the brand experience feels the same.

What are the key operational priorities for global retail clients today, and how is Macro positioned to deliver them?

Today’s global retail clients want efficiency, sustainability, agility, transparency and consistent service that adapts to change. Macro delivers this through strong operational governance, local expertise, and data-led insight, always keeping the client’s brand experience at the heart of what we do.

How can FM teams add strategic value beyond maintenance, supporting sales, customer experience, and brand impact?

I think FM adds the most value when it goes beyond maintenance and becomes part of the brand story. Every touchpoint in a store from lighting to temperature to how smoothly things run shapes how customers and colleagues feel. When we use data, technology, and great service delivery to get those details right, we’re not just supporting operations we’re driving experience and brand impact.

In your view, what are the most critical partnership qualities between FM providers and retail clients?

The best partnerships are built on trust, transparency, and shared ambition. Retail moves fast, so it’s vital that FM partners are proactive, adaptable, and truly aligned with the client’s brand values. For me, it’s about working as one team, solving challenges together, communicating openly, and always keeping the customer experience front and centre.

How do you build and empower high-performing teams across multiple geographies and cultures?

For me, it starts with creating a clear sense of purpose and belonging. When people understand the bigger picture and feel trusted to make decisions, they deliver their best wherever they are. I focus on open communication, celebrating local strengths, and building a culture of accountability and respect. Making sure people feel part of a wider team, even when working remotely, is key to keeping everyone connected and performing at their best.

What advice would you give to emerging leaders in FM, especially women looking to step into senior operational roles?

For women in particular, it’s important to stay true to yourself and lead in a way that feels authentic to you. Don’t wait to feel “ready”, take the opportunities that come your way and trust your ability to learn and adapt. FM is such a broad and dynamic field, and every challenge brings a chance to grow and learn. Build your network and remember that your perspective and voice add real value to the industry.

Macro’s purpose is to help clients achieve their ambitions through people, places, and performance. How does that resonate with your vision for global retail operations?

It resonates completely. In retail operations, success comes from the connection between people, places, and performance - you can’t have one without the others. For me, it’s about creating environments where teams can thrive, stores can perform, and the brand experience is consistent everywhere. That alignment between operational excellence and human experience is exactly where FM delivers its greatest value.

How do you connect with Macro’s purpose, and how do you bring that to life in your work?

I connect strongly with Macro’s purpose because it perfectly reflects what great FM should be; delivering Everyday Excellence, Outstanding Experiences, and Everlasting Impact. In my work, that means putting people and clients at the centre of everything we do, driving performance through data and collaboration, and creating environments where teams can thrive. I bring the values of doing what’s right, developing people, and driving for better to life every day through consistency, care, and a focus on long-term value for our clients.

How do you see Macro’s culture supporting client success and employee growth globally?

I see Macro’s culture as a real differentiator. It’s built on collaboration, trust, and the belief that when people grow, clients succeed. By empowering teams, sharing knowledge across regions, and encouraging innovation, we create an environment where people feel supported to do their best work. That sense of shared purpose directly translates into better service, stronger relationships, and lasting client success.

As you look ahead, what does success look like for you and your teams in the next 12 months?

Success for me is about building strong, connected teams that deliver great service and feel proud of the impact they make. Over the next year, I want us to deepen our client partnerships, drive consistency across our retail portfolio, and keep finding smarter, more sustainable ways of working. If our teams feel empowered and our clients feel the difference, that’s real success.