Sarah Jordan is CEO of Mastermind Toys, Canada’s largest specialty toy and kids’ book store, with 69 stores coast-to-coast and online and thousands of employees including stores, head office and warehouse. She joined the team in January 2020 and has since brought to life their reputation as Canada’s Authority on Play and created a world class employee and customer experience.
Sarah is a passionate, energetic leader with a track record of delivering results while leading transformational change at organizations. Previously she was the Senior Vice President, Customer Experience and Omni Channel Strategy at Scotiabank where she led the bank from #5 to #1 in customer experience ratings. She spent a decade with The Boston Consulting Group, where she advised Fortune 500 companies on large scale customer centric transformations and cultural change. Sarah holds both an MBA and an Engineering degree from Queen’s University. She is a lecturer at the Smith School of Business at Queen’s University in the MBA program, and a guest speaker at Sobey School of Business at Saint Mary’s University in their Innovation in Retailing & Services program. She is a board member at the Canadian Toy Association — the first-ever retail member in the organization’s history. Sarah was the recipient of the 2020 Global Influencer Award by the Customer Service Professionals Network.