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.