Retail Operations Supervisor
JOB PURPOSE AND FUNCTION:
The Retail Operations Supervisor is responsible for translating strategic direction into consistent, high-quality execution across all retail locations at Tortuga Rum Company Ltd. This role ensures operational standards, processes, and customer experience are delivered with discipline and precision, driving store-level performance and alignment with overall business objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Store Operations & Execution
- Oversee day-to-day retail operations to ensure efficiency, consistency, and high standards
- Ensure adherence to operational procedures, brand standards, and company policies
- Conduct regular store audits to maintain compliance and operational excellence
Team Leadership & Development
- Lead, manage, and develop store teams to deliver high performance and operational excellence
- Plan staffing levels and schedules in line with business needs and trading patterns
- Support recruitment, onboarding, and employee engagement initiatives in collaboration with the People and Culture Department
- Provide ongoing coaching and training to enhance team capability and product knowledge
Customer Experience
- Uphold exceptional customer service standards across all stores
- Resolve customer issues and escalations promptly and professionally
- Monitor customer feedback and implement improvements to enhance the customer’s journey
Commercial Execution
- Implement and monitor promotional activities to ensure effective in-store execution
- Support merchandising standards and ensure alignment with category and brand strategies
- Drive store-level performance through strong execution of commercial initiatives
Compliance & Continuous Improvement
- Ensure compliance with operational, health & safety, and brand standards
- Identify operational gaps and implement improvements to drive efficiency and effectiveness
- Maintain accurate reporting and documentation of store performance and issues
Key Performance Indicators (KPIs)
- Store sales performance
- Customer satisfaction scores
- Operational compliance and audit results
- Staff productivity and turnover
- Promotion execution effectiveness
- Training completion and team capability metrics
JOB REQUIREMENTS:
- Bachelor’s degree or equivalent experience in Retail Management, Business, or related field
- 3–5+ years of experience in retail operations or store management
- Experience in multi-store or supervisory roles preferred
- Experience in FMCG, premium retail, or travel retail is an advantage
- Must possess a valid driver's license and reliable transportation
- Available to work flexible hours, Monday to Friday, and occasional weekends and public holidays
SKILLS & COMPETENCIES
- Strong leadership and team management skills
- Excellent organizational and operational management abilities
- Customer-focused mindset with strong problem-solving skills
- Effective communication and interpersonal skills
- Ability to work under pressure and manage multiple priorities
- Highly organised and detail-orientated in managing logistics
- Committed to delivering a consistent and positive customer experience
- Ability to organize and effectively supervise a diverse staff.
- Ability to implement programs and oversee the coordination of policies and procedures across multiple store locations
- Strong understanding of retail operations, merchandising and sales
- Must be computer literate and proficient in Microsoft Office Suite (or similar software)
WORKING CONDITIONS
- Retail environment with frequent store visits
- May require weekends, holidays, and shift work
- Occasional travel between store locations
Caymanians, Caymanian Status Holders, Permanent Residents, or RERC holders are preferred
