Supervises customer service associates and designated hitters. Responsible for managing the front end of the store and making recommendations on the overall operations of the Pharmacy and Retail Store.
Supports Store Manager with the overall operation of the store to achieve company deliverables; works alternate schedule with the Store Manager with minimal overlap; assumes responsibilities of all store activities in the absence of the Store Manager. Ensures proper merchandising, protection of store assets, and improves store sales and profitability.
Leads and manages store team members, including recruitment, hiring, performance management, and discipline of direct reports to ensure teams are engaged and performing their responsibilities to achieve company deliverables.
Customer Experience
- Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer complaints in a timely manner and answers questions to ensure a positive customer experience. Models and shares customer service best practices.
- Monitors customer service, provides coaching, training, and develops plans for improvements in both the front-end and pharmacy. Empowers team members to find impactful resolutions for customers; seeks solutions that exceed customer expectations and build loyalty.
- Accountable for improving overall customer service metrics.
Operations
- Supervises store operation and team activities, including assigning daily tasks, delegating, opening/closing shifts, approving time records, managing scheduling conflicts, and ensuring proper team coverage.
- Collaborates with external partners to support community outreach and external partnerships, assisting the Pharmacy Operations Manager.
- Supports data analysis and decision-making, monitoring impact of actions.
- Supervises cash management, including register counts, bank withdrawals, armored car pickups, safe deposits, and change orders.
- Oversees inventory management, including resets, price changes, trend analysis, and training team members on inventory procedures.
- Ensures operational feedback is executed through delegation and supervision.
- Maintains store cleanliness and repairs, manages emergencies, and ensures safety protocols.
- Ensures team proficiency with computer systems and software.
- Maintains compliance with policies, laws, and regulations, including sale of regulated products.
- Completes special assignments as needed.
Business Performance Management
- Analyzes financial and performance data; creates action plans for improvement.
- Uses KPIs and other tools to engage the team and drive store growth, collaborating with the Store Manager on initiatives.
- Supports pharmacy during busy periods, including serving as a pharmacy technician when necessary.
People & Performance Management
- Leads and trains team members; provides coaching and mentoring for career development.
- Manages performance through responsibility assignment, goal setting, feedback, and recognition.
- Recruits and retains talent, manages staffing, and develops future leaders.
- Follows proper procedures for recruitment, training, and record keeping.
- Establishes a culture of accountability with clear expectations and performance management tools.
Training & Personal Development
- Completes Store Manager training programs and required courses.
- Seeks feedback, monitors personal performance, and maintains an Individual Development Plan.
- Obtains and maintains a valid pharmacy technician license as required.
Communications
- Maintains open communication through meetings and discussions, responding to team questions and concerns.
- Assists in planning and communicating store strategies.
Qualifications include a Bachelor’s degree or equivalent experience, demonstrated leadership, completion of Store Manager training, fluency in English, willingness to work flexible hours, and readiness for promotion and relocation if offered.