Operations Manager – Retail & Duty-Free Operations

About the role

We are looking for an experienced Operations Manager to lead our retail and duty‑free business in Antigua & Barbuda. The role reports to senior leadership and is responsible for overall P&L performance, market expansion and operational excellence across cruise‑port retail locations.

Key responsibilities

• Provide strategic and operational leadership for the business in Antigua & Barbuda.
• Develop and execute business plans focused on sustainable growth, profitability and market expansion.
• Own the operation’s P&L, monitoring revenue, gross margin, expenses and overall financial performance.
• Identify and drive business development opportunities with cruise ports, government agencies, brand owners and vendors.
• Lead day‑to‑day retail operations, ensuring high customer service standards and compliance with brand positioning.
• Establish and continuously improve processes for profitability, inventory control and loss prevention.
• Monitor key performance indicators such as sales, average transaction value, penetration rate, gross margin and stock shrinkage.
• Build and maintain strategic relationships with key stakeholders, including cruise port representatives and government officials.
• Lead, develop and motivate the employee team, supporting talent development, succession planning and performance management.
• Ensure compliance with legislation, regulatory requirements and internal policies, overseeing internal audits and risk‑control measures.

Required profile

• Bachelor’s degree or equivalent university‑level qualification.
• Minimum 5 years of hands‑on retail experience, preferably within a recognised retail organization.
• At least 5 years in a managerial or leadership capacity.
• Proven experience managing P&L, financial and operational KPIs.
• Strong commercial mindset with ability to identify growth and profitability opportunities.
• Demonstrated people‑management and team‑development capabilities.
• Excellent interpersonal, communication, presentation and stakeholder‑management abilities.
• Ability to operate effectively in a dynamic, customer‑focused environment while managing multiple priorities.