Sarah Jordan on how she became CEO of Mastermind Toys in January — and how she has transformed and inspired the retailer since.
The 38-year-old engineer isn’t your typical retail CEO.
By Hailey Eisen
Within the first 100 days of becoming CEO of Mastermind Toys — Canada’s largest speciality toy and children’s book retailer, with 69 stores across the country and online — Sarah Jordan faced store closures, work-from-home protocols and other unprecedented ramifications of the COVID-19 pandemic.
“It was certainly an untraditional way of starting out as a CEO of a retailer,” says Sarah, who stepped into the role in January. “This is going to be an experience that will be a defining one for leadership, at least in my lifetime.”
While Sarah says her first priority was (and still is) the wellbeing of her employees and customers, she’s embraced the opportunity to lead the company through the transformation that she committed to deliver. She passionately believes that employee experience drives customer experience — and has empowered her team to keep Mastermind special, to be bold and scrappy and to come out of this stronger together.
Digital transformation is among Sarah’s top priorities. From increasing Mastermind Toys’ social media presence (hosting daily storytime readings and weekly virtual birthday parties), to improving digital capabilities and online shopping, to expanding upon the sense of wonder for shoppers online and in-store, Sarah is taking the Canadian retailer to the next level.
There’s no doubt Sarah is taking things in stride. “This experience has lent itself to my strengths, giving me the chance to rally the organization to get behind and believe in my vision for the future.” One of her strengths is building a diverse, powerhouse team. She has proudly reshaped the leadership team to include balanced gender representation.
In order to ensure success in the best of circumstances, but especially in trying times, Sarah says a clear vision and strategy with constant communication is critical. With Mastermind’s signature wrapping paper adorning her Zoom background, Sarah is hosting virtual coffee chats, company-wide town hall meetings, and more intimate conversations with employees, all with the intention of building momentum, celebrating successes, and managing with a clear focus. She is also passionate about bringing the philosophy of Mastermind Toys to life — Play Is Kids’ Work — and has been leaning on that founding principle in making decisions. “I’m reminded through this time that play plants a tiny seed of curiosity in a child’s mind that grows into knowledge that lasts a lifetime,” she says in one of her emails to Mastermind customers as they navigated closures, curbside pick-up, and reopenings.
“At Mastermind Toys, we know that play is a central and critical part of kids’ lives. We want to inspire imagination, wonder, education and development, and empower Canadian families to help their kids become lifelong learners,” she says. That mandate couldn’t be more timely given that, due to COVID-19, schools closed early this year and children have had to learn in new and different ways at home.
With her own two kids taking on the unofficial role of Mastermind toy testers, Sarah is able to bring work home in a way she couldn’t in previous roles. She’s also aware that as a 38-year-old mom, she’s in the minority among retail industry leaders — very few store chains in Canada are run by women. “I’m motivated and excited to show that leadership comes in a variety of forms.”
Sarah has always felt comfortable doing things her own way — she affectionately credits her parents for instilling that “can-do” attitude. In university, she studied engineering chemistry. Growing up she loved math and science. Upon graduation, she took a job in consulting with Accenture. At 24, she enrolled in the MBA program at Smith School of Business at Queen’s University. “Yes, I was the youngest in my MBA class, but I never focused on that,” she recalls. “I really liked the business world and wanted to build that foundational skillset — to up my game.”
Through the MBA program, Sarah was able to successfully transition to a business management career. A key element was learning different leadership styles through the school’s team-based approach. “It gave me a chance to reflect upon what type of leader I wanted to be and to learn from others in a safe space.”
“Be unapologetically authentic; don’t feel the need to adopt a classic or traditional style of leadership. Leading through difficult times is certainly easier when you’re doing what you love.”
Sarah’s academic journey came full circle when she started as a lecturer with the Smith MBA program last year. “I’m passionate about making sure more young women see leaders that they can see themselves in, both in educational and business settings.”
Even without having that advantage herself, Sarah stepped into the role of CEO at Mastermind with confidence — succeeding the company’s co-founder, Jon Levy, who’d been at the company’s helm since 1984. That self-assurance came in part from the years of experience she had tackling retail and banking transformation as a consultant with The Boston Consulting Group (BCG), where she worked with Fortune 500 companies, CEOs, boards, and a host of stakeholders, driving change from the outside. She left BCG in 2017 to join Scotiabank with the desire to focus on transformation from the inside. “I transitioned from a consultant to an operator and leader with an agenda for innovation and value creation,” she recalls.
Ready for another career leap and excited to get back into the retail space, where her true passion lies, she joined Mastermind Toys. She credits what she calls her “personal board of directors” for helping her step up. “Mentorship and sponsorship from my personal board have provided the compass for my success,” she says.
When advising others on how to create their own personal boards, Sarah suggests recruiting people who will cheer you on, provide advice, give tough love when needed, hold you accountable and remind you to celebrate along your journey. Ideally, your board will have a variety of perspectives and will include managers, coaches, professors, sponsors, mentors and peers who have grown up alongside you in your career. Sarah’s board also happens to include her spouse, whom she met while doing her MBA.
When asked to share other tips for young leaders, Sarah says “be unapologetically authentic; don’t feel the need to adopt a classic or traditional style of leadership.” And play to your passions. “Leading through difficult times is certainly easier when you’re doing what you love.”
Looking ahead to the next few months, Sarah is optimistic that Mastermind will come out of the pandemic crisis stronger and ready to embrace “the next normal.”
“As a retailer that focuses on multi-generational customers — grandparents, expecting mothers, kids and kids at heart — we plan to lead the way in terms of providing innovative experiences that have wonder and delight around every corner while keeping health and safety paramount,” she says. “We have reimagined our experiences. Our customers can now choose their own adventure — in-store, online and curbside — and we will continue to provide new and flexible ways of shopping while managing the complexity that lies ahead.”