In your opinion, what does successful business leadership look like today? Today, successful leadership is no longer just about achieving goals and implementing strategies effectively. Yes, strategy and results remain important, but more and more companies understand that successful leadership now means being not only a skilled decision-maker, but also leading through a human approach – with empathy, care, and the ability to truly understand employees’ needs. What role do leaders play in SmartPosti, and how do you help them grow? Leaders are our culture bearers and change agents. Their ability to inspire and balance goals with people’s needs influences everything – from team collaboration to customer experience. That’s why leader development is one of our strategic priorities.
At SmartPosti (and throughout the Posti Group) we believe that a leader who knows how to listen, support, and address people with respect builds a strong, loyal, and motivated team. To foster this, we have developed a special growth program – Caring Leader.
At its core are three simple but profound principles:
We care
We grow
We deliver
This program is not just about theory – it’s practical, experience-based learning where leaders train skills that help create an environment in which every team member can use their strengths, grow, and feel truly valued.
Leaders also learn concrete skills such as how to start meaningful conversations about goals, how to constructively evaluate performance, how to conduct development discussions, and how to support an employee not only as a professional but also as a person. Because care pays off – not only in emotions but also in results. What makes a leader today not only professionally strong but also caring and inspiring? A modern leader is not just “an expert in their field” – they are also someone with the courage to look inward, listen to others, and lead not only tasks but also relationships. They are not afraid to admit they don’t know everything and understand that a truly strong team is not built from perfect people but from trust and respectful cooperation.
Caring leadership at SmartPosti means going beyond the ordinary to create an environment where a person can be themselves – where it’s okay to make mistakes, grow, share ideas, and even say that things are not easy right now. It’s a leader who sees not only the “position” but the person behind it. They inspire because they live by the values they represent.
This attitude makes our leaders agents of change – they don’t just drive results, they create an environment where people dare to be the best version of themselves. They are courageous, open to new approaches, yet clear in their decisions. And all this creates a work culture where people not only work but also thrive and find fulfillment. Is there a specific example from the Caring Leader training that helps leaders develop a more empathetic and supportive approach? One of the exercises that resonates with me the most is related to self-reflection and the ability to be aware of oneself in relation to others. Leaders are often expected to provide support, motivate, and take responsibility, but few are taught to ask themselves: “How am I feeling right now? What is going on inside me? Am I open to a conversation – or am I just responding?”
During the training, we use a simple but effective approach that helps see the situation not only from the “I” perspective but also to recognize the other person – their thoughts, feelings, and motivation. It’s a reminder that every conversation is not only about content but also about relationships.
Only when we are truly honest with ourselves – knowing what we feel and why we react in certain ways – can we be fully present for someone else. And that is exactly what this training teaches – that a leader’s strength is not only in knowledge or decisions but in the ability to be a human among humans. And that takes courage. Can you give an example where courageous leadership helped implement significant change in the Baltics? One of the most striking examples is the recent brand change project that covered all three Baltic countries. It was not only a story about visual changes – it was also an emotional transition that touched people’s sense of belonging, habits, and identity.
Such a process requires not only strategic thinking but also the ability to sense, listen, and encourage. Leaders had to be there for their teams — both in moments of uncertainty and questions, and when it was necessary to inspire confidence in looking ahead.
The successful management of such change is only possible when a leader truly cares – when they can see each person, accept their emotions, and at the same time show the way forward with a clear vision and convincing presence. This combination of care and courage turned the brand change from an obligation into a shared journey toward a new beginning. What are the company’s main priorities in sustainability, and how does this approach shape the company’s vision for the future? Sustainability is no longer just an additional focus – it has become an integral part of our identity and growth. At Posti Group companies, we see sustainability not as an obligation but as a responsibility and an opportunity. Our approach is based on three interconnected directions – people, the environment, and society. These are the three main themes of our Sustainability Strategic Program for 2024–2026.
In 2024, we reached another milestone – our company received the highest EcoVadis Platinum rating for the fourth year in a row, placing us among the top 1% of companies in the world in sustainability. Even more important is our conviction: we want to become leaders in sustainability in all aspects of our work – from a caring work environment to climate-neutral logistics.
We have set concrete goals – to achieve fossil-free transport by 2030 and net zero emissions by 2040. Already now, our direct emissions have been reduced by 19%, and we are continuously investing in electric transport, renewable energy sources, and route optimization. We are especially proud to be the first in Finland to introduce a converted electric truck in regular freight transport – a step forward for both the circular economy and innovation.
However, sustainability begins with people. At SmartPosti and across the Posti Group, we are creating a culture where everyone feels accepted, heard, and valued. We care not only for our employees but also create a positive impact on society – working with educational institutions, NGOs, and promoting equal opportunities for all.
Our sustainability vision is not separate from our business – it is deeply integrated into strategy, decision-making, and daily work. We believe this is the only way to build a company that not only grows and develops but also leaves a legacy future generations can be proud of. How do leaders help employees become active creators of the customer experience? In the Posti Group companies, including SmartPosti in the Baltics, every action we take is based on a customer-oriented mindset. Long-term customer relationships depend not only on the quality of services but also on how customers feel when interacting with the company.
SmartPosti leaders encourage their employees to analyze customer needs and constantly seek solutions that improve service. This builds reliable and long-term customer relationships. How do you implement empathetic leadership in practice, and how does it affect employee well-being? Empathetic leadership is not just “being able to listen” – it’s the ability to be there exactly when it’s most needed. At SmartPosti, we believe that a leader’s genuine interest in the person – not just in their role – creates the foundation for trust and a team where people feel safe.
In our training programs, our leaders not only learn how to provide high-quality feedback or structure development conversations. They also learn how to be present – even in silence, even during difficult moments. We see how much this affects people’s well-being: sometimes just one honest, human conversation is enough for an employee to regain balance, see support opportunities, or simply feel heard.
And yes – life happens during working hours too. There are situations where employees are burdened not only by work tasks but also by challenges at home. We don’t look for “ready-made solutions” for everything, but we are always open to a conversation. Often, care begins the moment someone simply says: “I see it’s not easy for you. How can I help?” These are the everyday situations where a ‘shoulder to lean on’ is needed, correct? Absolutely. And we don’t try to be “superheroes,” but rather people who see people. A shoulder to lean on can mean many things – an understanding conversation, more flexible working hours, or the chance to take a breather. We care because we believe that if a person feels good, they will be able to give more to both the team and customers. And, most importantly, they will be able to grow – not by pushing through difficulties alone, but with the knowledge that they are not alone. How would you describe the overall working environment and culture at SmartPosti? SmartPosti’s culture is not something that can be placed in a rulebook or described with the word “values” alone. It’s a feeling. A feeling of being part of a team where you are seen, heard, and truly appreciated – not only for what you do, but for who you are.
Caring leadership here is not an isolated practice between manager and employee – it’s an attitude that permeates the entire company. We consciously create an environment where everyone can feel safe – even if their opinion differs, even if they are still learning. It’s a place where it’s okay to make mistakes, grow, ask questions, and where no one is just a “role” or “position” but a person with their own story. What other support is offered to employees? Our team is as diverse as life itself – colleagues of different nationalities, people with medical conditions, several generations working together. We believe this diversity is our strength, and that’s why we actively create conditions where, regardless of differences, everyone has a place, opportunity, and respect.
We feel a special warmth in supporting new parents. We celebrate life outside of work as well – in 2024, three babies were welcomed into our team, and 2025 has already brought joyful news to two more families. These moments remind us that a company is not only about results – it’s about the people who create them and the life they live beyond office walls. Is the company open to young people who are just starting their career? Absolutely – we believe that a good first work experience can shape an entire future career path, and that’s why we open our doors to young professionals early on. In collaboration with educational institutions, we create meaningful internship opportunities where young people not only get to know the logistics world but also feel team support and the importance of their role.
Many of our interns join the team as permanent employees after their internship – this is no coincidence but a mutual choice based on trust, engagement, and recognizing potential. We want every young person who joins us to feel: “I have a place here. They believe in me here.” What are SmartPosti’s priorities in creating a work environment? We believe that a safe, healthy, and inclusive environment is not a luxury – it’s the standard we must start with. That’s why we work on it every day – not only in documents but in real, practical ways, with care.
Healthy lifestyle, emotional well-being, timely support, and clear communication – these are topics we don’t address only through campaigns, but integrate into everyday work. We also pay special attention to occupational safety because in the parcel and logistics sector, pressure, fast pace, and physical challenges are part of reality. Our goal is to create an environment where even under stress, employees feel physically and emotionally safe.
No one should come to work “wearing armor” – we want everyone to feel confident, calm, and empowered. And we work consciously toward that. Do you have any training that prepares employees for such situations? Yes. At SmartPosti, we don’t wait until stress catches us unprepared – we prepare for it in advance. For example, every year we focus especially on our customer service team, providing practical training in emotional hygiene and resilience.
During the busiest times in the parcel business – when the number of calls increases many times over, but every customer still needs attention, understanding, and a solution – these skills become a true survival kit. We help employees maintain balance, separate work stress from personal space, and recognize moments when they need to slow down and reset themselves. Why, in your opinion, is it important to think about caring leadership? Caring leadership is not a trend or a “soft approach” – it is a long-term strategy with a deep impact on people, the company, and its results. It begins with a human attitude – with the willingness to see not only a resource in an employee but a person.
SmartPosti’s experience shows that when people feel heard, supported, and valued, they don’t just do their job – they engage, take responsibility, and bring energy to the team that cannot be imposed by instructions. These are the teams that are the most motivated, the most resilient, and the most responsible toward customers.
We see that caring leadership pays off – not only emotionally but also very practically: in employee loyalty, better results, less burnout, and more innovation. It’s a healthy cycle in which company growth is based on people, not at their expense.
Caring leadership is a story about building companies where not only goals are achieved, but relationships, creativity, and respect also thrive. And it truly is a story worth continuing.