Head of Country Operations (Aruba)

This role leads and optimizes the country’s commercial and operational functions including Retail Sales, Logistics, Technical Services, and core Financial Business Management while driving P&L performance, operational efficiency, strategic alignment, and a high-performance culture.

PRINCIPAL ACCOUNTABILITES:

FINANCIAL AND BUSINESS MANAGEMENT

• Support the Managing Director in the execution of the country’s annual business plan and budget, ensuring alignment with Group strategic objectives.
• Drive delivery of agreed Revenue, Margin, EBIT and Consumer Finance targets for Aruba through strong commercial discipline and operational excellence.
• Monitor and review financial statements, sales reports, and operational KPIs to ensure performance against budget and initiate corrective action where required.
• Lead monthly performance reviews across Retail, Logistics and Technical Services to ensure targets are achieved and cost controls are maintained.
• Identify revenue enhancement opportunities and cost optimization initiatives to improve overall country profitability.
• Ensure strict compliance with financial controls, company policies, and governance standards.
• Contribute to strategic planning by analyzing market trends, competitor activity, economic conditions, and financial performance data.

RETAIL SALES OPTIMIZATION & CONSUMER FINANCE PENETRATION

• Lead and optimize retail sales performance across all branches in Aruba, ensuring achievement of sales budgets and productivity targets.

• Drive increased penetration of consumer finance products across retail channels, ensuring alignment between sales, credit and collections disciplines.

• Strengthen in-store execution standards, visual merchandising compliance, and sales processes in line with Unicomer best practices.
• Monitor sales conversion, average ticket size, attachment rates (including warranty and finance products), and customer acquisition metrics.
• Ensure proactive competitive benchmarking of products, pricing, promotions, and service offerings, recommending timely adjustments to the Managing Director.
• Partner with relevant teams to ensure strong execution of promotional campaigns and commercial initiatives.

LOGISTICS & TECHNICAL SERVICES MANAGEMENT

• Oversee warehouse, distribution, and last-mile delivery operations to ensure service standards, efficiency targets, and inventory controls are achieved.
• Ensure stock management processes, stocktaking activities, and loss prevention controls are executed in accordance with company policy and within acceptable shrinkage ratios.
• Maintain operational readiness of logistics and technical service functions to support retail and customer service excellence.
• Ensure warehouse layout, staffing, and delivery processes are optimized to meet service level targets.
• Safeguard company assets by implementing and monitoring security, safety, and risk management procedures.

LEADERSHIP & PEOPLE MANAGEMENT

• Provide strong day-to-day leadership to Departmental Heads and operational managers within Aruba.

• Foster a high-performance culture focused on accountability, collaboration, customer centricity, and results.

• Translate strategic priorities set by the Managing Director into clear operational objectives and performance expectations.

• Monitor team performance, ensuring performance appraisals meet required standards and that development plans (IDPs/PIPs) are implemented where necessary.
• Support succession planning and talent development initiatives to build bench strength within the Aruba operation.
•Promote ethical leadership and adherence to company values and policies.

GOVERNANCE, RISK & COMPLIANCE

• Ensure full compliance with local legal, regulatory, and labor requirements.

• Maintain operational integrity and uphold ethical business practices across all functions.
• Collaborate with the Managing Director to safeguard the company’s reputation with customers, regulators, suppliers, and the broader community.
• Ensure health, safety, and security standards are consistently maintained across all locations.
• Lead implementation of loss prevention and risk mitigation measures to protect company assets.

CUSTOMER-CENTRIC CULTURE

• Ensure the Aruba operation consistently delivers high standards of customer service across all touchpoints.
• Monitor and improve Customer Service Scores across branches.
• Identify and resolve operational bottlenecks that negatively impact customer experience.
• Support initiatives aimed at growing the customer base and improving customer loyalty.