The Country Operations manager will oversee all operations across the Bahamas including our bases in The Abaco, Nassau, and Freeport. You will be responsible for managing and developing the Bahamas operations team to ensure and maintain excellence in customer service, yacht maintenance, vacation quality, health and safety, and ensuring our yachts are maintained above owners and guest expectations.

Working hours vary and you must be able to cover operational requirements. Visible leadership is required with day-to-day presence at the bases, this is a hands-on role with regular customer interaction. Regular collaboration with partners from each support department is required, including but not limited to HR, Recruitment, Technical, Central Operations. Regular travel between the bases will be required.

What you will be doing

Maintenance

• Oversee the routine & preventative maintenance procedures across all Bahamas bases in accordance with company policies and procedures.
• Ensure the base and technical teams are utilizing our digital maintenance platform and that all data is logged to company standards within the region.
• Support the technical team to deliver the highest standards of yacht maintenance.
• Ensure bases are meeting key performance indicators (KPIs) across technical metrics.
• Responsible for working directly with the teams to ensure all major maintenance issues and owner concerns are addressed in a timely manner.
• Ensure all technical areas and equipment across the bases are legally compliant (e.g. safety equipment, signage, etc.)
• Review de-brief forms and customer feedback forms on a regular basis and address technical issues affecting the yachts.
• Manage stock levels and ensure adequate stock for maintenance and turnaround requirements across the bases.
• Implement refit plans and maintenance/repair programs to enhance yacht performance.
• Ensure relevant service advisories are communicated to the appropriate team members.
• Assist in securing boats and property in advance of a weather event.

Safety and Compliance

• Maintain strict compliance with all Standard Operating procedures and ensure that the team remains consistently up to date with company policies and procedures.
• Ensure relationships with relevant licensing and governing authorities are maintained to ensure compliance.
• Ensure strict adherence to health and safety standards across charter bases, promptly reporting any issues to senior management and the safety team, following the incident reporting process.
• Complete all risk assessments on time and comprehensively.
• Ensure all crew meet licence and compliance requirements.

Customer Service

• Work with team leads to ensure personnel are role modelling our five-star customer service framework throughout all customer interactions.
• Recovery of any issues during charters to ensure feedback scores and service targets are met, and that our NPS meets targets.
• Investigate and respond to any customer feedback reports, to continuously improve the quality of our products and foster a service-oriented culture across the region.
• Ensure base team utilisation of our customer relationship management system Hubspot.

Quality Assurance

• Monitor customer feedback scores through KPIs and take proactive actions to address identified issues.
• Ensure cleanliness of all bases and yachts in maintained across the region.
• Generate and implement ideas to enhance the quality of our charter products.
• Monitor external contractor performance against agreed service standards.

Financial Management, Insurance, and Warranty

• Monitor and control expenditure, using P&L document, highlighting concerns or issues immediately.
• Prepare and submit financial budgets and adjust forecasts to meet monthly and yearly targets.
• Manage cash allocation and control expenses within established guidelines.
• Verify invoice accuracy and ensure timely payments.
• Ensure timely submission of insurance claims and warranty requirements with region.
• Oversee the purchase and receipt of local and international marine inventory within budget constraints.
• Utilize digital stock systems and embed into team processes, ensuring compliance and adherence to controls.
• Completion of stock takes in a timely manner as requested.
• Ensure optimal cost vs operational balance in terms of labour resource.
• Manage the relationship with local suppliers, including contract negotiations.
• Drive local revenue across charter bases and work toward specific revenue targets.
• Generate ideas to increase revenue and reduce operational costs.

Leadership and Team Development

• Management of the operations teams within full Bahamas region.
• Direct line management and development of operations managers, operations managers in training, and technical managers within the region.
• Ensure SMART performance evaluations are completed in a timely manner.
• Ensure full base team’s complete annual compliance and information security training within company deadlines.
• Collaborate with the HR partner to deal with any employee relations matters, and review of structure or team changes.
• Support team leads to manage performance concerns and involve the HR partner to ensure adherence to company procedures.
• Collaborate with the recruitment team to secure high-quality candidate selections, strictly adhering to authorisation processes, and actively contributing to interviews and the onboarding process.
• Maintain accurate and complete employee records, ensuring compliance with local labour laws and immigration processes.
• Recognise and identify the learning and development requirements of the team, collaborating with the People team to coordinate and provide suitable training programs that enhance team performance. Additionally, develop direct reports to enhance their skills in alignment with business needs.
• Communicate company policies and procedures to staff, ensuring adherence and understanding.
• Cultivate a friendly and helpful attitude amongst the team, extending the same courtesy to customers and business partners.
• Continuously pursue self-development and take ownership of personal growth.

What we are looking for

• Previous experience managing yacht charter operations.
• Extensive experience in the marine leisure industry.
• Strong technical knowledge including a good mechanical and electrical background.
• Strong leadership skills and experience managing successful teams.
• Strong proven customer service skills.
• A good problem solver with the ability to multitask to achieve deadlines.
• Excellent organisational skills with the ability to work to tight deadlines and under pressure.
• Experience in preparing financial reports and managing budgetary responsibilities.
• Strong analytical, communication, and interpersonal skills.
• Ability to adapt to different working styles and cultures.
• Ability to handle customer emergencies, employee issues, and property situations.
• Computer literate.
• Flexible with regards to working hours and days of work, in order to meet business demands (working hours will include evenings, weekends, and public vacations).
• Willingness to travel as required.