Title:  Retail Manager

As a Retail Manager, you will take the lead in overseeing the day-to-day operations of the store, managing and developing a high-performing team, and ensuring the store consistently delivers exceptional customer service. Your leadership will drive profitability and ensure that the store operates in alignment with our vision of being Ireland’s number one pharmacy, delivering excellence in customer service and being an employer of choice.

KEY RESPONSIBILITIES: Your typical duties and tasks will include:

● Operational Excellence and Profitability

○ Own the financial success of the store by managing day-to-day operations, focusing on optimizing profit margins and ensuring operational efficiency.

○ Maintain control over store inventory, sales targets, and other key performance metrics, ensuring they are met while driving continuous improvement.

○ Ensure the store runs efficiently while adhering to health and safety legislation, business safety policies, and reporting procedures.

○ Continuously assess and recommend improvements to store operations, processes, and employee performance.

○ Regularly report store performance, team achievements, and operational challenges to management.

○ Ensure all store systems, processes, and operations comply with company policies, safety standards, and regulatory requirements.

● Leadership and People Management

○ Take full ownership of store operations, ensuring that the team is motivated, productive, and working together to meet store goals.

○ Lead, coach, and develop a team of Retail Coordinators and Pharmacy Assistants to drive performance and create a positive and engaging work environment.

○ Implement regular one-on-one check-ins and performance reviews with your team, addressing individual development and providing continuous feedback.

○ Foster a culture of accountability by setting clear expectations and holding the team responsible for delivering excellent customer service and operational efficiency.

○ Proactively identify areas for employee growth and provide development opportunities to support career advancement.

○ Promote a positive store culture, and ensuring regular communication with staff.

● Customer Experience & Relationship Management

○ Ensure the delivery of high-standard customer service at all times, leading the team to exceed customer expectations.

○ Lead initiatives to build and maintain strong customer rapport, ensuring customer loyalty and satisfaction.

○ Address any customer complaints or concerns promptly, with a solutions-oriented approach, ensuring timely escalation to the National Manager – Store Operations as needed.

KEY COMPETENCIES

● Ownership Mentality: Taking full responsibility for the store’s performance, from customer service to operational efficiency and financial results.

● Inspirational Leadership: Ability to lead by example, motivating and inspiring the team to perform at their best, fostering a culture of accountability, engagement, and professional growth.

● Coaching & Development: Competency in identifying areas for growth in team members, providing feedback, coaching, and development opportunities to help employees reach their potential.

● Conflict Resolution: Ability to address performance or behavioral issues with sensitivity, providing constructive feedback while maintaining respect and professionalism.

● Customer-Centric Mindset: A strong commitment to delivering exceptional customer service, exceeding customer expectations, and resolving complaints or concerns in a timely and professional manner.

● Problem-Solving: Ability to handle customer complaints or operational challenges in a solutions-oriented manner, with quick thinking and decisive action.

● Results-Driven: Focused on achieving set goals and objectives, consistently working toward meeting store targets while maintaining high standards.

● Self-Motivation: Ability to drive results independently and remain motivated, setting high standards for personal and team performance.

● Clear Communication: Ability to communicate effectively with staff, customers, and management, ensuring transparency, clarity, and alignment across all teams.

 ● Active Listening: Listening to the needs and concerns of customers and team members, making sure their voices are heard and addressing any issues proactively.