Page 4 - November 2021

who’s who in retail

RLI MEETS

Ishwar Chugani

CEO AND MANAGING DIRECTOR OF GIORDANO
MIDDLE EAST
Q. Given the current market conditions, have you had to alter family, friends, team members and customers.
or re-evaluate your key objectives over the coming 12 months?
Our key objectives remain the same - connecting with our customers Q. What do you make of social media and its prominent rise in
and continuously identifying growth opportunities across all markets, importance over the last few years, and how important do you
both online and brick-and-mortar. The retailers that will survive and feel e-commerce and online activities will continue to be?
thrive in these conditions are those that understand their customers Social media and e-commerce play a very important role in today’s
best and know what services and in-store experiences they will value. dynamic, connected world. Social media has quickly become a vital
In addition to service, the value and quality of our merchandise is a key communication channel to keep connected and engaged with our
decision factor for consumers when deciding their purchase and inspiring customers. As consumer behaviour and shopping habits keep evolving
them to come back. Consumers have become even more thoughtful with the times, we too must keep innovating, adjusting, and incorporating
about what they consume and how much they need to consume. new ways to communicate, engage, and reach out to our customers.
Q. How would you say the Covid-19 outbreak has affected your Q. What would you consider to be your career highlights?
business in the past year, and will it have any effect on your For Giordano and me personally, the best is yet to come. In 1992,
plans moving forward? we started as a franchisee and now we are a wholly owned subsidiary
Covid-19 has affected not only our business, but most apparel retail of Giordano International. As a regional director and one of the group’s
businesses in the past year. A few days after the lockdown I came senior members, this has given me the opportunity to be part of the
across a quote that changed my entire perspective: “We cannot control larger picture and create new opportunities for the company and team
what is happening, but we can control the way we respond to what is members to grow in our existing and new markets.
happening.” The outbreak forced us to rethink current strategies and
build on the strengths that served us well in the past. An economic Q. How are you feeling about the 12 months ahead?
downturn or pandemic helps us to see the tiny fractures of our business The next 12 months or even beyond could be quite challenging
that may go unnoticed during the good times. We have had to look at keeping in mind the unpredictability of Covid-19. In the past year, various
what we are good at and what we stand for and ensure that every aspect aspects of our business model have had to adapt to cater to the “new
of our operation reflects that proposition. The situation has also taught normal.” Despite the challenges, we remain confident and optimistic that
us the importance of shredding complexity in anything and everything to the business will gradually overcome this phase and bounce back. The
allow for faster decision-making. It has allowed us to become nimbler and outbreak of the global pandemic is beyond our control, but the way we
more flexible. In times like these, we must be able to adapt and bend with respond to what is happening is not. With landlords being more flexible
the situation, not snap against it. and realistic on rents, we have managed to renegotiate and renew
most of our leases and have signed leases for eight new shops across
Q. What key leadership skills do you feel are the most important the GCC this year. Without doubt, the region has all the ingredients
in the current retail climate? to support a growing retail market in the long run. While there will
Giordano Chairman, Dr. Peter Lau, keeps reminding us that a good be continuous opportunities to expand, we must also remain on top of
leader is only as good as his people. Nurturing, empowering, and our game throughout; for us, it’s not only the fabrics and fashion that
creating growth opportunities for our team members will be important matter, but also the value, service and shopping experience we offer to
in the current retail climate. As leaders, we also have to encourage a our customers.
continuous flow of communication across all levels, share knowledge and
experience, and most importantly, empower our team members to make Q. Do you have any words of warning for the industry as we
decisions and grow – when they grow, we grow. head into unchartered territory?
The retail world is incredibly competitive with customers becoming
Q. As a leader, when making key strategic decisions, what more and more disillusioned with the plethora of choice and styles and
proportion of the decision do you feel is fact-based and what brands available to them. It is no longer about being the largest retailer
proportion is instinctual? or having the most styles on offer, but being accessible to customers with
It depends on the situation. A leader should be aware of what is the right product, price, and presentation supported by a great shopping
happening in the market and have full confidence in the business he is experience. The future of retail is being built around the experience
leading to come up with decisions based on both facts and instincts. economy, where what you sell is less important than how you sell it.
A wise and effective leader understands the pulses of the markets and Today’s retail market seeks the creation of ‘‘distinct experience’, so
makes decisions based on this and their own experience and knowledge. when you successfully create one, you create an instant relationship with
your customers.
Q. Do you feel that a leader can be transformational whilst
remaining authentic, and how important do you feel this is? Q. Any final thoughts or anything else you would like to add?
A leader can be both transformational and authentic, if they put their As Steve Jobs said: “Get closer than ever to your customers. So
company, customers, team members and community before themselves. close that you tell them what they need well before they realise it
I have been inspired by many good leaders. Inspiration comes not only themselves.”
from famous leaders, but also from day-to-day experiences with our

04 RETAIL & LEISURE INTERNATIONAL NOVEMBER 2021