What is it that truly constitutes a leader?

What is it that truly constitutes a leader?

“Is it the ability to steer a team, make pivotal decisions, anticipate market trends accurately or is it something deeper, something more human,” asked Rana Nasir, Chairman, THE Group in Jordan.

‘If your actions inspire others to dream more, learn more, do more, and become more, you are a leader,’ said John Quincy Adams.

“This sentiment lies at the heart of our ethos at THE Group, shaping our approach towards both employees and customers,” Nasir said.

“It was 20 years ago that we embarked on our retail journey in the highly diverse yet fragmented market in Jordan, where a single shopping trip often involved visiting several different locations. The range of products was limited, and customer service was just beginning to emerge as a focal point. Our vision was bold; we wanted to create a comprehensive retail hub that offered a wide variety of products, from food to fashion, home essentials, books and beyond. Importantly, we aimed to create an exceptional customer service.”

There were several challenges. Assembling a team that shared the same belief and had the necessary skills to turn a vision into reality was the most difficult part, Nasir admitted. “But with unwavering determination, we managed to build a formidable team, 80% of whom remain with us today. They are the heart and soul of our organisation. Their resilience and steadfast commitment are testament to the strength of our shared vision.”

One can’t help wondering what makes people stay in an organisation.

“A critical aspect of our leadership strategy at THE Group is we recognise that every employee, no matter where they start within the company, has the potential for growth. We invest heavily in training programmes. Our commitment to fostering growth is unwavering and is reflected in the upward trajectories of our employees’ careers. But the spirit of the company goes beyond its leadership. It’s the reflection of the interactions our customers have with everyone they encounter. That’s why cultivating a positive, nurturing environment, a culture of mutual respect, and a sense of camaraderie are paramount, and this culture becomes palpable to our customers. We foster an environment where they grow, inspire each other, even make mistakes, and learn from them, where they are valued and importantly, where they feel a sense of belonging,” Nasir responded.