Renowned as one of the world’s oldest jewellery houses, British fine jeweller Garrard is serious about driving real change. With sustainability deeply integrated into both their products and business practices, Garrard ensures that ethical conduct is a non-negotiable standard. In this edition of Meet the Leader, we hear from the brand’s CEO, Joanne Milner, who has held her position proudly for the past eight and a half years. Joanne shares the characteristics that define her strong leadership, offers insights on steering the brand through the challenges of the pandemic, and discusses the legacy she aims to leave as Garrard celebrates its 290th birthday.
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Hi Joanne! When did you begin working at Garrard and how long have you been in this leadership role?
I joined Garrard in February 2016 as CEO – a role I have held for 8 and ½ years.
What three things do you think make a great leader?
Lots of different characteristics go into making a great leader, for me the three most important are:
Be resilient – it is important to maintain consistent and clear communication throughout times of challenges and setbacks, and while decision paralysis is a disaster, so too are knee jerk reactions. Remain positive and take time to make a considered response to the situation – even if you do not have all the answers.
Remain ‘coachable’ – being open to learning, feedback and guidance from others and being willing to adapt and improve based on that advice. Businesses must adapt and grow all the time to remain relevant and successful – so too do their leaders!
Always have integrity – consistently doing the right thing for the right reasons, being honest and reliable and owning your own mistakes will build trust with your team and loyalty – especially in times of difficult change.
How does your leadership philosophy incorporate sustainability, and how do you inspire your team to prioritise it?
I have made it a core part of the business planning process and an agenda item at Board meetings. Sustainability is incorporated into job descriptions and annual objectives and reviews. We provide training on sustainable procurement to ensure it is front of mind not just for our products but for everything we use in the business. We were recently awarded a royal warrant by HM The King, where sustainability was a key area of focus – this has really inspired the team to build upon the great work we have been doing as it really demonstrated that what we have achieved so far has been recognised and rewarded. No one is in any doubt of the importance of the issue, and with brand pillars and a clear CSR policy in place, it becomes easier to think and act sustainably. We schedule monthly CSR meetings to chart our progress and discuss new initiatives, which we share with all employees. We also award prizes for the best new initiative inside and outside the workplaces as climate change does not stop and start at the entry to work – it must become part of our everyday existence if we are going to successfully turn the tide. As the CEO of Garrard, it is my job to lead from the top. As someone who is personally passionate about climate change and sustainability, it is extremely important for me to lead by example. I am also learning all the time and it is good for the team to know we are all on the journey together.
What is the toughest lesson you have learnt?
It is ok to get things wrong. I used to worry about every decision and whether it’s the right or wrong one. What I have learned over my many years in the business world is that most of the time, there isn’t an absolute right or wrong decision. It’s about taking control of what you can take control of and leaving the rest. Because if you’ve never made a wrong decision, you’ve never really made a good decision, as it means you’ve only ever made safe ones. Trust me, the safe ones are very rarely the best.
And the most rewarding?
COVID was challenging for all business leaders, it was unchartered territory. Thankfully, Garrard came through it, adjusting our way of working and protecting the team so that they felt safe and financially secure. Shortly after everyone started to return to work, I came into my office one day and found an envelope on my desk. One of my employees had taken the time to write a handwritten letter thanking me for how I had led the business and looked after all the employees through COVID. Being a leader is often a lonely place, receiving feedback like this is special.
What is the one piece of advice you wish you had been given early on in your career?
The best advice I can give to any young person starting off their career is that life is a journey of discovery; it is a marathon not a sprint. I am all for drive and ambition but be careful not to become so tunnel-visioned that you miss things on the way. The best opportunities always come a little bit out of left field. In the beginning I was very focused on the ‘next rung of the ladder’. Once I started focusing on just doing the best job I could do in the moment and not worrying about what might come next some incredible opportunities opened up to me which have provided me with the most incredible experiences. I have taken chances, and I have enjoyed it all.
What is your immediate focus for creating positive change as a leader for Garrard?
Continuing our journey – we need to celebrate the progress we have made but understand it is a journey and there is so much more to do. Garrard is one of the few remaining independent jewellery houses and so we do not have the resources available to the larger conglomerates – but that doesn’t mean we can’t still bring about change and my focus is on working with others in the industry to achieve this faster. Tackling climate change isn’t a USP not to be shared. It is the one business practice that competitors within your field can and should come together on and tackle in a united way, sharing challenges unique to your sector and working together to overcome them. We are all on the same journey and there is no competition.
What legacy do you hope to leave at Garrard in terms of sustainability?
The wonderful thing about Garrard’s products is that they last forever. As the oldest jewellery house in the world – we often have clients bringing in pieces that have been in their families for years and we work with them to refresh the design to match the style of the current custodian! Garrard will be celebrating its 290th birthday next year. I very much see my role as ‘custodian’ of this unique brand. My legacy will be to ensure it is able to continue for another 290 years – and this can only be achieved if we have been successful on our journey to sustainability.
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