Insights
In this edition of Macro People Spotlight, we’re pleased to introduce Tracey Shale, Associate Director within our Retail sector. With over 16 years of experience in facilities management, Tracey brings a wealth of expertise in driving operational excellence across large-scale, national portfolios. Known for her collaborative approach and strong client partnerships, she plays a key role in ensuring consistent, high-quality service delivery while identifying opportunities for innovation and growth. Tracey’s career journey reflects a deep commitment to building trust, leading high-performing teams, and delivering meaningful results for both clients and colleagues.
I am an Associate Director within Macro’s Retail sector. Prior to this role, I served as an Account Lead, managing a national contract and working closely with clients to deliver consistent operational excellence across a large-scale portfolio.
There isn’t really a typical day, which is one of the things I enjoy most about the FM Industry. My focus is on delivering operational excellence across our national contracts, leading and supporting my team and working closely in partnership with our clients to ensure they receive the highest level of service.
A large part of my day involves strategic planning, reviewing performance, overseeing budgets & P&L management, and ensuring we are delivering against both operational and commercial objectives. I also maintain a strong focus on compliance and governance, ensuring the locations we support are operating effectively and without disruption. Alongside this, I work closely with clients and stakeholders to identify opportunities for continuous improvement, drive efficiencies, and deliver sustainable cost savings across multiple service streams.
One project I am particularly proud of in my career is the growth of a partnership with Birmingham City University, which began with the Royal Birmingham Conservatoire.
What started as a challenging situation involving a third-party supplier relationship evolved into a direct client partnership. By building trust, delivering consistently high standards, and demonstrating the value we could bring, we secured a direct 3+2-year contract for the Conservatoire.
As the relationship developed, new opportunities emerged beyond the original scope of the contract. One notable project was the successful delivery and installation of 14 Daikin inverter air conditioning units across multiple server rooms and hubs within the Curzon Building, which sat outside of our contracted portfolio and maintained by another service provider. The project was delivered on programme, within budget, and with zero disruption to students or staff.
The success of this project strengthened our relationship with the University and ultimately led to an invitation to tender for additional facilities across the campus. As a result, we expanded from managing a single building to a portfolio of four, retaining the Royal Birmingham Conservatoire while also securing Millennium Point, Steamhouse, and the Stage Management & Production Storage Unit.
For me, this achievement is a testament to the importance of building strong relationships, earning trust, and consistently delivering excellent service. Seeing a partnership grow from a single building into a significantly expanded portfolio is something I am incredibly proud of and one of the highlights of my 16-year career in facilities management.
What I enjoy most about working in facilities management is the people and the opportunity to make a real difference to our client’s day-to-day operations.
Before moving into facilities management, I worked in telecoms as a Business Account Manager. While I always enjoyed building client relationships, I often found myself in situations where resolving a problem was largely dependent on a product replacement or a supply chain process that was out of my control. Even when you wanted to help, there were limitations on how quickly a solution could be delivered.
Facilities management is different. The service we provide is built on people, relationships, and responsiveness. We have the ability to directly influence our clients experience by understanding their needs, solving problems, and delivering solutions that genuinely support their operations. I find that incredibly rewarding.
For me, facilities management is about partnership. Its about earning trust, adding value, and knowing that the service we deliver every day can have a positive impact on our clients, their teams, and the environments in which they work.
The best thing about working for Macro is the people and the shared sense of purpose that runs through the business. From leadership through to frontline teams, there is a genuine commitment to delivering operational excellence and creating outstanding experiences for our clients.
What stands out to me is the culture of trust and empowerment. We are encouraged to take ownership, bring forward new ideas, and make a real difference for our clients. It’s refreshing to work in an environment where people listen, collaborate, and support each other to achieve the best possible outcomes.
I also value the strong connections across the business, both within the UK and globally. Despite our size and reach, there is a real sense of teamwork and alignment around our values and what we are trying to achieve.
I’m proud to be part of an organisation that not only strives to deliver exceptional service but also empowers its people to grow, innovate, and make meaningful impacts every day
My advice for anyone starting a career in facilities management would be to embrace every opportunity to learn and not be afraid to step outside of your comfort zone. Some of the biggest opportunities for growth come from taking on new challenges and believing in your own abilities.
Be authentic, build strong relationships, and always be transparent with your clients and colleagues. Most importantly, enjoy the journey. No two days in facilities management are ever the same, which is one of the reasons the industry is rewarding. Facilities management is ultimately a people business, so stay curious, keep learning, and take pride in the difference you make.
A fun fact about me is I have an identical twin sister called Michelle Jane aka MJ, who is 1 minute older than me & likes to dye her hair brown because she doesn’t like being called Tracey.
