Retail Manager

Reference Number: GK66

Retail Manager


The Retail Manager is accountable for leading the performance of the team, guest experience and operations for a multi-brand, multi-boutique environment on a premier luxury cruise ship.


1. Team Leadership & Talent Development

  • Establishes and holds individuals responsible to guest and sales targets.
  • Ensures the sales team is skilled as per company’s standards, sales oriented and has good product knowledge.
  • Provides feedback and coaching to ensure Cruise Line guest experience standards are championed while driving business performance.
  • Conducts ongoing talent assessment and establishes development plans.
  • Addresses associate concerns in a reasonable and fair manner, helping to create a stronger, healthier place to live and work.
  • Partners with home office on talent development, succession planning, and performance management.

2. Multi-Boutique Retail Sales & Store Operations

  • In partnership with the District Manager, develops sales strategies to meet or exceed guest service ratings and established financial objectives.
  • Targets guest information, provided by the cruise line, to enhance guest experience and maximise revenue.
  • Analyses performance, recommends changes, and implements actions to increase results.

3. Guest Experience & Onboard Relationship Management

  • Creates a friendly atmosphere that is consistent with the company’s standards.
  • Maintains a strong floor presence ensuring the team is delivering the best experience.
  • Builds relationships with onboard management to provide transparency and foster collaboration.
  • Reviews and utilises guest satisfaction surveys to provide recognition; develops and communicates strategies to boost results.
  • Schedules and organises talent to meet guests and business needs.

4. In-Store & Marketing Event Management

  • Elevates the guest experience by providing marketing visibility to high revenue categories.
  • In partnership with the District Manager, sets an effective and accurate business plan, including a voyage planner.
  • Leads the execution of retail marketing and merchandising strategies to achieve business growth targets.
  • Instils and maintains an organised store and warehouse environment with the sales team.

5. Operational Excellence

  • Oversees all store operational standards and administrative duties.
  • Adheres to keeping the sales team informed and enforces all company’s policies and procedures, including asset protection and inventory control.
  • Reports all incidents of illnesses/work related injuries in a timely manner.


  • A minimum of 3 to 5 years of management experience in retail or hospitality; luxury guest experience is of interest.
  • Demonstrated track record for driving sales in a multi-story/multi-branded retail environment.
  • Proven track record of driving sales performance through business development activities including events, networking, and clientele.
  • Strength in driving fine jewellery business.
  • Experience with identifying, understanding, and catering to a multi-national guest profile in a retail environment
  • Proven track record of developing and inspiring talent at all levels.
  • Minimum of high school diploma, associate degree or beyond is preferred; studies in retail or hospitality is a plus
  • Respects and understands others and displays multi-cultural awareness.
  • Proactively builds and manages guest, management and team relationships.
  • Flexible mindset, able to adapt and thrive in a dynamic and high paced ship culture.
  • Influences others to embrace change and aligns teams to the vision.
  • Able to anticipate and solve problems, act decisively, and persist in the face of obstacles.
  • Able to assess people and has a proven record of talent development.
  • Strong interpersonal and communication skills.
  • Possess integrity and professional business standards.
  • Proficient knowledge of MS Excel, Word and Power Point.


  • Must be at least 21 years old.
  • Able to travel and live/work on a ship. Able to work 6 months contracts. Able to work long hours.
  • Possess a valid passport and when possible a seaman book.
  • Able to stand for long periods of time.
  • Able to physically participate and effectively contribute in cruise line’s boat safety and emergency life-saving drills as required.
  • Able to lift, pull, and push boxes of merchandise and fixtures throughout the store and lockers up to 55 lbs. using the appropriate safety equipment as required.
  • Proficient English reading, writing and speaking skills.


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