Retail Operations Manager

HealthSy Pharmacy; Coimbatore District; On-site; INR 600,000 - 800,000; Full time

Job summary

HealthSy Pharmacy is seeking an experienced Operations Manager to oversee day-to-day functioning of our retail pharmacy outlets in Coimbatore and surrounding areas. You will manage infrastructure, manpower planning, customer service, financial coordination, sales growth, and store compliance to ensure smooth, profitable operations.

The role requires 5–8 years of experience in retail store operations with multi-location exposure (10–15 stores preferred).

Qualifications

• 5–8 years of experience in retail store operations or multi-location management.
• Experience overseeing 10–15 stores or multi-location operations.
• Strong people management, daily operations, and performance monitoring.
• Experience handling customer escalations and service issues.
• Experience with SOP implementation, KPI tracking, and operational reporting.
• Proficient with Excel/Google Sheets and MIS reporting.

Responsibilities

• Oversee day-to-day store operations across outlets to ensure smooth, efficient functioning.
• Handle infrastructure, facility upkeep, and vendor coordination for stores.
• Plan staffing, recruit, train, and supervise pharmacists and support staff.
• Manage cash handling, POS billing, and reconciliations; coordinate with accounts.
• Drive sales growth through promotions, OTC/wellness upselling, and local outreach.
• Ensure compliance with pharmacy regulations, licensing, and drug-handling protocols.
• Collaborate with SCM, finance, HR, and marketing to resolve operational issues.

Skills

Retail store operations

Team management

MIS reporting

Excel

Google Sheets

Tools

Excel

POS systems

Job description

We are looking for an experienced Operations Manager to oversee the day-to-day functioning of our retail pharmacy outlets. The role is responsible for infrastructure and facility upkeep, manpower planning, customer service, financial coordination, sales growth, and store compliance — ensuring smooth, efficient, and profitable store operations.

Key Responsibilities:

1. Infrastructure and Facility Management

• Ensure store premises, equipment, and fixtures are well-maintained and fully functional
• Coordinate repairs, maintenance, and vendor visits for store infrastructure (AC, refrigeration/cold chain, POS systems, etc.)
• Ensure adherence to safety, hygiene, and housekeeping standards
• Monitor utility costs and ensure optimal upkeep of store assets

2. Manpower Planning and Employee Management

• Plan staffing levels and duty rosters to ensure adequate coverage at all times
• Recruit, onboard, train, and supervise pharmacists, pharmacy assistants, and support staff
• Conduct performance reviews, identify training needs, and support career development
• Manage attendance, leave, and discipline in line with HR policies
• Foster a professional, customer-first team culture

3. Customer Service and Escalation Handling

• Ensure customers receive accurate information and courteous service on medicines and health products
• Handle escalated customer complaints and ensure timely resolution
• Monitor customer feedback and implement service improvement measures
• Uphold service quality standards across all customer touchpoints

4. Accounts and Financial Coordination

• Oversee POS billing, cash handling, and daily reconciliation processes
• Coordinate with the accounts/finance team on store-level financial reporting
• Monitor store budgets and operational expenses
• Support audits and ensure accuracy of financial records at store level

5. Sales and Business Development Initiatives

• Monitor sales performance and drive strategies to achieve revenue and footfall targets
• Coordinate with marketing teams on promotions, seasonal campaigns, and new product launches
• Identify opportunities for upselling OTC/wellness products
• Build local outreach initiatives to grow customer base

6. Store Operations, Compliance, and Administrative Functions

• Oversee day-to-day store operations to ensure smooth and efficient functioning
• Ensure compliance with pharmacy regulations, licensing requirements, and drug-handling protocols
• Coordinate with the SCM team on stock levels, replenishment, and discrepancies; conduct store-level audits
• Implement and monitor SOPs across store functions
• Maintain accurate records and documentation for regulatory inspections and audits
• Prepare and submit operational and compliance reports to senior management

7. Any Other Operational Responsibilities

• Undertake any other operational duties or projects as assigned by senior management from time to time

Requirements:

• 5–8 years of overall work experience
• Experience in retail store operations preferred (any retail background is fine, not necessarily pharmacy)
• Prior experience handling/overseeing 10–15 stores or multi‑location operations
• Experience in team management, daily operations, and performance monitoring
• Experience handling customer complaints, escalations, and service‑related issues
• Good understanding of SOP implementation, KPI tracking, and operational reporting
• Experience working with multiple departments (SCM, finance, HR, marketing) to resolve operational issues
• Strong working knowledge of Excel/Google Sheets and operational MIS
• Willingness to travel to HealthSy Pharmacy stores as required
• Should be based out of Coimbatore or willing to relocate