General Manager - Retail (iWorld)

About the role

The General Manager - Retail (Head of Retail, iWorld) is accountable for the overall commercial, operational, customer, people and strategic performance of iWorld, leading it as an integrated retail system across stores, e-commerce, customer lifecycle communications, merchandising, inventory, service interfaces, people and supporting technology. The role reports to the Managing Director, manages several direct reports and travels regularly between iWorld locations, the warehouse and service operations. It is a full-time executive position based in Trinidad and Tobago.

Key responsibilities

• Own revenue, gross profit, operating expenditure, retail contribution and business-plan delivery, and present monthly performance, risks and corrective actions to the Managing Director
• Lead store managers, set operating standards, SOPs, audit routines and labour models, and ensure incidents have owners and closure dates
• Set customer-service standards across stores, website, WhatsApp, telephone and social channels, and chair a regular service-performance review
• Approve buying plans, review forecasts, stock cover, inventory turns and GMROI, approve markdowns and exit plans, and coordinate launches and peak-season planning
• Hold the Customer Growth, CRM and Omnichannel Manager accountable, integrate stores, e-commerce, CRM, email, WhatsApp, SMS, paid media and social media, and drive repeat purchases and customer lifetime value
• Build a performance-oriented retail culture, run formal performance reviews, coach direct reports and develop store-manager succession
• Identify repetitive work for automation and use AI tools responsibly, with controls for confidential data and audit trails
• Escalate material risks early, work with Finance, HR, Service, Logistics and IT, and comply with policies, contracts and brand requirements

Required profile

• Significant progressive experience in retail, consumer technology, telecommunications retail, premium consumer goods or another multi-site customer business
• At least five years of meaningful multi-site leadership responsibility, with direct accountability for a P&L
• Leadership of store managers or equivalent operating leaders, and experience managing poor performance and making difficult people decisions
• Demonstrated improvement in revenue, margin, productivity or customer experience

Required skills

• Strong inventory and merchandising literacy
• Comfort with digital commerce, CRM, customer analytics and omnichannel operations
• Strong financial and analytical capability