GROUP GENERAL MANAGER - OPERATIONS & CUSTOMER SERVICES

South Sea Cruises Group (SSCG) is Fiji’s most experienced and award-winning marine tourism and hospitality operator, delivering fast ferry services, day-trip islands, sailing experiences, overnight cruises, beach club experiences and resort accommodation across the Mamanuca and Yasawa Islands.  SSCG is seeking an experienced, strategic and operationally strong leader to take on the role of Group General Manager - Operations & Customer Services.

ROLE OVERVIEW

Reporting directly to the Chief Executive Officer, this senior executive role oversees all marine (including all vessel) operations, shore-side operations, ground transport movements, and the complete reservations and customer service ecosystem. The role is responsible for ensuring safe, efficient, commercially disciplined and customer-focused delivery across SSCG. The role ensures that the customer journey is well coordinated from enquiry through to completion with both safety and customer experience of paramount importance.

KEY RESPONSIBILITIES

• Provide executive oversight of all marine (including all vessel) operations, ground transport, shore-side operational delivery, reservations, and customer services.
• Ensure operational decisions are timely, coordinated and aligned to the company’s strategic direction.
• Synchronize operational delivery and customer service standards to improve the full customer journey and stakeholder experience. 
• Lead operational readiness for expanded products and services across SSCG.
• Allocate and optimize budgets, assets, rosters, systems, fleet resources, shore resources and operational infrastructure.
• Hold ultimate responsibility for applicable P&Ls, including cost discipline, budget ownership, operational revenue protection and variance management.
• Champion technology, modern systems and responsible AI use across operational locations to improve scheduling, communication, dashboards and decision-making.
• Implement KPIs for direct reports and managers, ensuring clear targets, structured reviews, corrective actions and monthly accountability.
• Build high-performing, customer-centric teams by coaching and mentoring mid and senior-level managers.
• Oversee and lead all crisis management aspects of SSCG including preparedness and prevention.
• Monitor guest review scores, NPS, complaint trends, service recovery outcomes, employee retention and operational performance.

ROLE REQUIREMENTS

• Extensive senior leadership experience in tourism, logistics, or hospitality operations.
• Proven ability to lead complex day-to-day operations (365 days per annum) across multiple departments, locations and customer touchpoints.
• Strong understanding of marine operations, shore-side delivery, customer experience management, service recovery and operational risk.
• Experience managing P&L accountability, budgets, assets, systems, workforce planning and performance dashboards.
• Ability to drive safe, reliable, compliant and commercially disciplined operations in a fast-paced tourism environment.
• Strong leadership experience coaching mid and senior level managers, improving retention and building internal succession pathways. This include managing key senior roles including up to four existing General Managers.
• High digital literacy, with ability to implement or champion technology, reporting systems, dashboards and AI-enabled operational improvements.
• A relevant tertiary qualification in Business, Tourism, Marine Operations, Hospitality Management or Operations Management is desirable.

BENEFITS

• Competitive executive salary package with annualized KPIs based on performance targets set.
• Company vehicle with fuel card and parking at Port Denarau.
• Relevant IT equipment including laptop and phone.
• Term life insurance and executive-level medical benefits.
• Exclusive SSCG product usage privileges.

SEND YOUR DETAILED CV, REFERENCES AND QUALIFICATIONS TO:  

Email: recruit@ssc.com.fj with the title: Group General Manager Role

OR

Mail to: Group General Manager Role, People & Culture, South Sea Cruises Limited, PO Box PD052, Port Denarau, Nadi

Applications must be received by 20th August 2026