Onboard Retail and Service Operations Manager

About Our Client

We are a large organisation in the Leisure, Travel & Tourism industry, providing ferry services across the globe. With a strong focus on customer satisfaction, we strive to offer top-tier retail and catering services onboard our vessels, creating an enjoyable and comfortable journey for all passengers.

• Support the management of third-party performance and onboard projects to meet or exceed KPIs and SLAs
• Lead regular performance meetings to align activities with business goals
• Collaborate across operations, training, and systems as an integrated member of the onboard team
• Act as the key liaison between internal teams and third-party partners to ensure smooth coordination
• Oversee the delivery of entertainment offerings, themed cruises, and children's programs within budget, in collaboration with Marketing
• Manage product availability and execution of third-party F&B and retail services
• Address operational complexities to ensure the right customer offerings are delivered
• Develop business cases for new product launches
• Model inclusive, high-performance behaviours and promote these standards across the team
• Oversee and manage onboard retail and catering operations to ensure the highest level of service
• Implement strategies to maximise sales and profitability
• Continually enhance the customer experience and satisfaction
• Coordinate with various departments to ensure smooth operations
• Oversee staff training to maintain service standards
• Ensure compliance with health and safety regulations
• Analyse customer feedback and implement improvements
• Drive initiatives to reduce waste and increase operational efficiency.

The Successful Applicant

A successful Onboard Retail and Service Operations Manager should have:

• Strong financial acumen with the ability to drive sales and profitability- Working knowledge and experience of the day-to-day operations in Retail, F&B, Leisure and/ or the travel sector
• A proven track record of supporting the delivery of results using financial modelling, analysis and budget management.
• Ability to plan their own workload and juggle and prioritise tasks to meet business objectives in a fast-paced complex environment.
• PC literate and competent in all Microsoft Office applications with good PowerPoint and Excel skills
• Confident and articulate to communicate with 3rd party suppliers.
• A valid passport and the ability to frequently travel between Hull and Amsterdam as well as other company sites occasionally.

• A competitive salary + bonus
• Car allowance
• Employee pension match
• Financial well-being program
• A supportive work environment that values employee growth and development

We believe that our employees are our greatest asset, and we are committed to providing an environment that fosters growth and success. We encourage all qualified candidates to apply for this exciting opportunity in Hull.