Gap Inc.’s Head of Customer and Community Belonging & Enablement, Bahja Johnson, will be celebrated at the NRF Foundation Honors as one of the dynamic leaders on The List of People Shaping Retail’s Future 2023. She reflects on co-founding the Color Proud Council, bringing diversity to the bottom line of Gap Inc., and the important combination of inclusion and the customer.
Below are a few questions, along with Johnson’s abridged answers (watch the video above for all “20 Questions”):
What is something you learned early on that is carried with you into today?
You are where you're supposed to be. My mom has been saying this to me my entire life, and because anything your mom tells you sometimes it takes a minute to sink in, I've realized throughout my life that sometimes you don't always see the immediate return on this lesson, but it does always reveal itself in time.
What three skills are key to succeeding in retail?
First and foremost, customer curiosity. The customer is at the heart of every single thing we do and by staying customer curious – because the retail industry is always changing – you're ensuring that you're keeping the customer and changing your methods to match their needs.
Number two, learning agility. You don't know what you don't know, so if you stay agile in your approach and you pivot as necessary, you'll be both a great leader and a great customer advocate.
Finally, number three, a collaborative and inclusive spirit. Nothing I have done in retail I have done alone. All of my best ideas, best products, best initiatives have been done in partnership with others and welcoming others to the table drives some of the best work in any industry, truly. If you come to the table with a collaborative mindset and thinking about, ‘How can I bring others into the room?’ You're off to a good start.
What do you do to stand out?
Simply put, I use my voice. I found throughout my career that using my voice is my superpower, and it's because I traditionally have been one of very few people who look like me in a room.
Being Black, being a woman, I used to think these were things that I could not use to drive who I am and what I do in my business, but the minute I tapped into them, I unlocked the best parts of my career.
Combine that with a little bit of a unique name, a bit of humor and a loud voice, and it has become a little more difficult to blend in.
What is your leadership philosophy?
A clear leader is an effective leader.
I found throughout my career that whether you are managing ambiguity, leading through change, or having to lead through a pandemic, being clear in both your leadership style and your communication allows for the best of your team to shine through.
It doesn't mean you will always be liked, but people will always know where you stand, and that builds trust and effectiveness in everything you do as a leader.
The NRF Foundation connects people to an industry that’s a great place to start and a great place to grow. Since 2015, the NRF Foundation Honors has raised the funds to continue to provide programs and resources to help people build better lives and stronger communities. Join us in New York City and be a part of the story of how retail builds extraordinary careers.