Retail Pharmacy - City Head

Job SummaryThe 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.