Citadel Outlets

Foundations of Effective Security Leadership

My approach to security leadership at Citadel Outlets is most shaped by our organization’s customer-oriented and tenant-focused principles.  Keeping these principles top of mind informs the decisions my team and I make when developing security procedures and plans at Citadel Outlets. This approach requires a balance between security enforcement and customer service.  When done right, it creates a welcoming environment in which our customers and employees feel safe but not restricted.  The highly visible security team is approachable and friendly; at the same time, our technology and facility design strategies may go unnoticed but play a large role in creating a safe environment.

Balancing Safety and Visitor Experience

Finding the right balance between safety and a positive visitor experience involves creating an environment where everyone feels protected but not burdened by security protocols.  Here are some ways this balance is achieved:

• Incorporating elements of CPTED (Crime Prevention through Environmental Design), such as Natural Surveillance and Territorial Reinforcement. These principles deter crime by making the actions of potential offenders visible and creating a sense of ownership and responsibility for our employees and tenants.

• Partnering with our custodial and maintenance team. Safety is more than just crime prevention. Cleaning up spills, removing trip hazards, and promptly removing graffiti are all important tasks that keep our employees and customers safe.

• Staff training that incorporates elements of customer service. The security team is encouraged to provide directions and interact with our customers. Our security team members give out Junior Security badge stickers to families with children, creating an opportunity for a friendly interaction.

Trends Shaping Retail Security Strategies

Maintaining amazing customer service while protecting higher-value assets is the focus of security strategies in upscale retail centers.  Here are some ways this is achieved:

Behavior Detection – Monitoring behaviors of concern can be an effective way to predict and prevent incidents before they occur. At upscale retail centers, these behaviors can include vehicles parked in “No Parking” zones, customers attempting to conceal their identity, customers bringing empty shopping bags, and vehicles with concealed or missing license plates.  Detection can be achieved through direct observation by security and retail staff or a video surveillance system.  Video analytics, including AI-enabled video analytics, can help identify behaviors of concern and notifications that create a proactive response before a crime is committed.

Collaboration – Building partnerships with stakeholders such as tenants and law enforcement is a key security strategy.  For example, a tenant observing suspicious behavior in their store can contact the property security team to conduct a courtesy walkthrough. The presence of a uniformed security professional often helps deter the potential offender from stealing.  Law enforcement partners also assist with Organized Retail Crime (ORC) suppression and act as a deterrent to general crime through providing a presence in the shopping center.  

Preparing Teams for Evolving Risks

Preparation for evolving risks is an ongoing process; this is especially true in customer-facing environments.  Our team uses an All Hazards Approach to prepare for possible natural and manmade risks.   Specific strategies include:

Preparation for evolving risks is an ongoing process; this is especially true in customer-facing environments.

Awareness and Training:  Identifying emerging risks as well as mitigating known risks is an important element in preparation.  I have found that collaboration with law enforcement and benchmarking with other security professionals is the best way to stay current on emerging risks.  Our safety committee creates monthly training for employees on safety-related topics.  Our center conducts an active assailant drill in collaboration with law enforcement, in which our employees and tenants participate.

Communication and Coordination:   Consistent and ongoing communication with our employees and tenants is a key component in preparing for evolving risks.  Citadel Outlets hosts several special events throughout the year that involve large crowds and potential risks that we mitigate through advanced planning and collaboration.  These events involve coordination well in advance of the event with law enforcement, city officials, and our vendor partners to ensure the event is safe and enjoyable for all.

Advice for Future Security Leaders

The best advice for future security leaders is to stay curious and embrace lifelong learning.  As rapidly as technology changes and risks emerge, it is imperative to keep learning to lead effectively.   I personally recommend a combination of formal education and certification programs.  If that is not feasible, local learning opportunities are a great place to start.  This can be an industry-related chapter meeting, half-day training, or security webinar.  There are many low-cost and even free training opportunities to take advantage of.

Networking and volunteering provide terrific opportunities to build a future in our industry.  Security-related associations need volunteer leaders to serve on chapters, boards, and committees.  This is a great way to serve, network and learn from other current and future leaders.