Job Purpose

The Senior Manager – Retail Pharmacy is responsible for leading the overall business performance, operations, growth and development of the company's retail pharmacy network, with a primary focus on pharmacies located within hospitals.

The role has overall accountability for revenue, profitability, retail operations, category management, customer experience, inventory productivity, people leadership and business expansion.

The successful candidate must have a strong commercial mindset and be able to develop a differentiated retail pharmacy model that addresses the specific needs of hospital patients, visitors, healthcare professionals and consultants, rather than relying solely on a conventional mall-based pharmacy model.

Key Responsibilities

1. Business & Commercial Management

• Lead the overall business and commercial performance of the retail pharmacy division.
• Deliver revenue, gross profit, margin and profitability targets.
• Drive same-store sales growth and improve productivity across all outlets.
• Develop strategies to increase customer conversion, average basket value and repeat purchases.
• Analyse outlet performance and implement turnaround plans for underperforming stores.
• Identify new revenue streams and business growth opportunities.

2. Retail Pharmacy Strategy

• Develop and execute the overall retail pharmacy strategy.
• Differentiate the hospital-based retail pharmacy proposition from conventional community or mall-based pharmacies.
• Develop retail offerings based on patient needs, hospital specialties, consultant recommendations and healthcare trends.
• Maximise business opportunities arising from hospital patient and visitor traffic.

3. Category Management & Merchandising

• Develop the appropriate product assortment and category strategy for each outlet.
• Manage categories including OTC, supplements, nutrition, medical devices, diabetic care, wound care, rehabilitation, mother & baby, personal care, home healthcare and other relevant healthcare products.
• Monitor SKU productivity, category contribution, margins, stock turnover and slow-moving inventory.
• Ensure appropriate visual merchandising and professional retail presentation.

4. Retail Operations

• Ensure consistent operational standards across all retail pharmacy outlets.
• Establish and monitor SOPs, service standards and operational KPIs.
• Improve product availability, inventory accuracy, stock replenishment, expiry management and shrinkage control.
• Conduct regular outlet performance reviews and site visits.
• Drive continuous improvement and operational efficiency.

5. Customer Experience

• Develop a distinctive and professional customer experience appropriate for a healthcare environment.
• Improve customer satisfaction, service quality, convenience and product availability.
• Develop initiatives to increase customer loyalty and repeat purchases.
• Use customer feedback and performance data to continuously improve the retail experience.

6. Hospital & Stakeholder Engagement

• Build strong relationships with hospital management, consultants, pharmacists and other healthcare professionals.
• Understand patient requirements and changing healthcare needs within each hospital.
• Identify opportunities to introduce relevant products and services based on hospital specialties and patient profiles.
• Work collaboratively with internal and external stakeholders to grow the retail pharmacy business.

7. Digital & Omnichannel Development

• Support integration between physical retail pharmacies and e-commerce channels.
• Develop opportunities for click & collect, home delivery, online ordering, CRM and loyalty programmes.
• Drive online-to-offline and offline-to-online customer conversion.

8. Retail Expansion

• Lead the planning and opening of new retail pharmacy outlets.
• Evaluate business feasibility, sales potential, product assortment, manpower requirements and operating costs.
• Ensure new outlets are opened according to agreed timelines and budgets.
• Monitor new outlet performance and accelerate achievement of targeted sales and profitability.

9. People Leadership

• Lead, coach and develop the retail pharmacy team.
• Build strong capabilities among outlet managers and retail employees.
• Establish clear performance expectations and accountability.
• Develop succession plans and future retail leaders.
• Create a high-performance, customer-focused and commercially driven retail culture.

10. Governance & Compliance

• Ensure retail pharmacy operations comply with relevant regulatory requirements, company policies and professional standards.
• Maintain appropriate controls over inventory, cash, products and operational processes.
• Work closely with Regulatory, Finance, Procurement, HR, Marketing and other relevant functions.

Key Performance Indicators

• Revenue growth
• Same-store sales growth
• Gross profit and gross profit margin
• Outlet profitability
• Customer conversion rate
• Average basket value
• Customer satisfaction
• Repeat purchase / customer retention
• Stock availability
• Inventory turnover / inventory days
• Expiry and slow-moving stock
• Inventory accuracy
• Staff productivity
• New outlet performance
• Digital / omnichannel contribution

Qualifications & Experience

• Bachelor's Degree in Pharmacy, Business Administration, Retail Management, Marketing, Healthcare Management or equivalent.
• Minimum 10 years of relevant experience, preferably within retail pharmacy, healthcare retail, consumer healthcare, FMCG or multi-outlet retail.
• At least 5 years in a managerial or senior leadership capacity.
• Strong experience in managing multi-outlet retail operations.
• Demonstrated experience in P&L management, business growth and commercial performance.
• Strong knowledge of category management, merchandising and retail operations.
• Experience within pharmacy or healthcare retail is strongly preferred.
• Experience in new store development and retail expansion would be an advantage.