Senior Director, Operations

Overview

Title: Senior Director, Operations – HFDF

Location: New York / Hybrid

Reports to: Vice President, Cruise Retail (HFDF)

About Us:

Effy Jewelry is a renowned, family-owned business with over four decades of experience in luxury retail. While best known for our fine jewelry collections, available in over 150 land- and cruise-based boutiques worldwide, we also operate HF Duty Free Team, a separate division focused on multiple product categories within the Duty-Free and Travel Retail sector. HFDF Corp partners with leading brands to deliver a curated retail experience for travelers across the globe.

Role Overview

The Senior Director of Operations – HFDF is the senior operational leader and final operational approval authority for all initiatives impacting inventory, systems, vessel execution, and onboard operations.

This role owns inventory integrity, systems governance, SOP compliance, asset protection, the HFDF Operations budget including cost controls and productivity targets, and operational execution, ensuring HFDF delivers consistent, high-quality outcomes onboard every vessel.

Serving as the primary operational escalation point for cruise line partners, this leader partners closely with Merchandising, Planning, Logistics, Finance, IT, Marketing, and Visual Marketing to align strategy with flawless execution. The role establishes structure, accountability, and scalable processes that protect assets, margins, and brand reputation while supporting growth.

The Senior Director holds decision authority for go/no-go determinations, inventory holds, launch delays, and escalation resolution, and is accountable for regulatory compliance, audit readiness, and incident response across jurisdictions. This role also leads operational change initiatives tied to expansion, new cruise lines, and new retail concepts, and participates in regular executive reporting, strategic planning, and senior leadership forums.

Year 1 Success Measures

• Inventory accuracy percentage across the fleet
• Reduction in operational escalations
• SOP adoption and compliance rate
• On-time, in-full vessel launches
• Cruise line operational satisfaction

Key Responsibilities

Enterprise Operational Leadership

• Own HFDF’s operational framework across inventory management, systems integrity, SOP compliance, asset protection, and budget accountability.
• Ensure operational commitments are consistently met across all cruise line partners and brands.
• Act as the senior escalation point for complex operational issues, ensuring timely resolution and clear communication.
• Oversee inventory accuracy, including counts, reconciliations, replenishment, and onboard execution.
• Lead operational ownership of POS, inventory systems, and Microsoft Dynamics 365, ensuring data accuracy and compliance.
• Oversee duty-free reporting, reconciliations, true-ups, and financial operational support in partnership with Finance.
• Validate invoices, deliveries, POs, and packing lists to ensure alignment and payment accuracy.

Ship & Vessel Execution

• Lead operational planning and execution for new builds, refurbishments, activations, and special initiatives.
• Ensure seamless handover from logistics and warehouse teams to onboard operations.
• Oversee allocation of IT equipment, uniforms, Brightwell cards, and training schedules for vessel launches.
• Partner with Logistics to ensure on-time delivery of stock and rapid resolution of discrepancies.

Process, SOPs & Governance

• Own the creation, maintenance, and enforcement of HFDF SOPs in collaboration with functional leaders.
• Ensure workflows are clearly documented, communicated, and consistently implemented.
• Drive cross-functional alignment to eliminate gaps between Operations, Merchandising, Planning, Marketing, and Logistics.
• Continuously identify and implement process improvements to support scale and efficiency.

Cruise Line & Stakeholder Management

• Serve as the primary operational contact for cruise line partners including Carnival, Holland America Line, Seabourn, NCL, and Four Seasons Yachts.
• Oversee all shoreside-to-ship operational communications, including pricing, promotions, system updates, and financial documentation.
• Review, approve, and validate operational components of promotions, retail concepts, and RA submissions.

Systems & Technology Leadership

• Lead system implementations, upgrades, and integrations in partnership with IT.
• Oversee troubleshooting and coordination with internal and external system support teams.
• Ensure accuracy and timeliness of PLU files, pricing updates, promotions, and reporting across all systems.
• Lead and develop the HFDF Operations team, including shoreside operations managers, vessel support roles, and systems and process resources.
• Establish clear ownership and accountability by cruise line and functional responsibility.
• Provide mentorship, structure, and performance management to drive consistency and excellence.
• Build a scalable operations organization capable of supporting current and future growth.

Qualifications & Experience

• 10+ years of progressive operations leadership experience, preferably in cruise retail, duty-free, luxury retail, or complex multi-site environments.
• Proven experience leading cross-functional teams and managing large operational portfolios.
• Strong background in inventory management, systems governance, SOP development, and financial operational support.
• Experience working directly with external partners in regulated environments.
• Exceptional organizational, communication, and stakeholder management skills.
• Hands-on leadership style with a strong bias toward structure, accountability, and execution.

Why Join HFDF

• Opportunity to lead operations at scale across a global cruise portfolio.
• High-visibility leadership role with direct impact on performance, partnerships, and growth.
• Collaborative, entrepreneurial environment with strong executive partnership.
• Ability to shape and evolve operational strategy during a period of expansion and transformation.

Candidates must have valid work authorization for the U.S. at the time of application and throughout employment; we are not able to sponsor visas.

Effy Jewelry is committed to diversity in its workplace and is proud to offer equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other legally protected characteristic in the location in which the candidate is applying. Effy Jewelry applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.

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