Retail Pharmacy - City Head

Job Summary

The City Head will be responsible for overseeing all aspects of operations, growth, and performance of our retail pharmacy in Chennai. As a key leader, you will not only manage the typical responsibilities of a City Head but also take on hands-on roles in areas essential for building and scaling the business. This includes store setup, team management, inventory control, financial management, and customer experience, among others. You will play a pivotal role in ensuring that the retail pharmacy runs smoothly, adheres to regulatory standards, and delivers an exceptional customer experience.

Key Responsibilities :

1. Retail Operations Management

Store Setup & Layout : Oversee the physical setup of retail stores, ensuring they are compliant with operational standards, regulatory requirements, and customer-centric designs

SOP Development : Create and implement Standard Operating Procedures (SOPs) for pharmacy operations, including inventory management, customer service, sales processes, and prescription handling.

Day-to-Day Operations : Manage the daily operations of all stores, ensuring smooth functioning, optimal staff performance, and adherence to operational protocols.

2. Financial Management & Profitability

Budgeting & Financial Oversight : Manage the P&L for the city's retail operations, ensuring profitability and cost control. Monitor sales, expenses, and inventory levels.

Sales Targets & Performance : Set clear sales targets for each store, track performance, and identify growth opportunities to achieve profitability.

Cash Flow & Expense Management : Oversee cash flow management, ensuring efficient use of resources and control of operational costs.

3. Inventory & Supply Chain Coordination

Inventory Management : Ensure optimal stock levels across all stores, implementing efficient replenishment schedules and inventory forecasting to prevent stockouts or overstocking.

Supplier & Vendor Relations : Manage supplier relationships, negotiate terms, and ensure on-time deliveries. Implement quality control measures to ensure product standards are met.

Waste Reduction : Implement strategies to minimize stock wastage, particularly by tracking product expiry dates and improving stock turnover rates.

4. Customer Service & Experience

Customer Engagement : Develop and implement systems to capture and act on customer feedback. Ensure high levels of customer satisfaction and address any complaints or concerns promptly.

Service Excellence : Lead by example in delivering exceptional customer service. Train staff on best practices for customer interaction, medication dispensing, and problem-solving.

Community Building : Establish partnerships with local healthcare providers, such as doctors and clinics, to promote the pharmacy's services and expand the customer base.

5. Team Leadership & Development

Staff Recruitment & Training : Oversee the hiring and training of store staff, including pharmacists, store managers, and support staff. Ensure all team members understand their roles and responsibilities.

Team Motivation & Performance : Foster a performance-driven culture by setting clear goals, providing feedback, and recognizing top performers.

Coaching & Development : Implement ongoing training programs to improve team skills, product knowledge, and customer service.

6. Compliance & Regulatory Adherence

Regulatory Compliance : Ensure that all stores comply with local and national regulations, including pharmacy licensing, health and safety standards, and drug handling requirements.

Quality Control : Oversee quality assurance checks to maintain the integrity of products sold, ensuring that all medications and goods meet the necessary standards.

Health & Safety : Ensure a safe working environment by adhering to all safety regulations and maintaining clean and organized stores.

7. Marketing & Brand Development

Local Marketing Campaigns : Plan and execute targeted marketing strategies to increase brand awareness and drive foot traffic to the stores. Utilize both offline and online channels.

Loyalty Programs : Implement customer loyalty programs to incentivize repeat purchases and enhance customer retention.

Digital Strategy : Collaborate with the marketing team to integrate online sales with in-store operations and ensure a seamless customer experience across both channels.

8. Data-Driven Decision Making

Performance Reporting : Regularly monitor key performance indicators (KPIs), including sales, inventory turnover, and customer satisfaction. Provide actionable insights to central teams.

Sales Analysis : Analyze sales data to identify trends, opportunities for upselling, and underperforming products. Optimize store offerings based on this data.

Reporting : Provide weekly or monthly performance reports to senior leadership, identifying areas for improvement and growth.

9. Crisis Management & Problem Solving

Issue Resolution : Act as the first point of contact for escalated customer issues, operational challenges, or team conflicts. Resolve issues swiftly to maintain business continuity.

Adaptability : Stay flexible and ready to adapt strategies to meet the challenges of the fast-evolving retail pharmacy sector.

10. Expansion & Scaling

Expansion Strategy : Identify new store locations based on market analysis, demand clusters, and customer demographics. Oversee the setup and launch of new stores as the business grows.

Team Scaling : As the business scales, help recruit and build out teams for new locations, ensuring each new store adheres to operational standards and maintains consistency in customer experience.

Qualifications :

Bachelor's degree in Pharmacy, Business Administration, or related field. MBA is a plus.

3+ years of experience in retail operations or management, preferably in the pharmacy or healthcare sector.

Strong leadership and people management skills. Ability to drive operational efficiency and improve customer experience. Analytical mindset with the ability to make data-driven decisions.

Experience in a startup environment is preferred. Must be hands-on, adaptable, and able to manage multiple responsibilities simultaneously.

Skills Required

sop development , Performance Reporting, Budgeting, Customer Engagement, Sales Analysis, Crisis Management, Regulatory Compliance, expansion strategy , Service Excellence, Inventory Management, Financial Management