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