Retail Operations Manager

The Retail Operations Manager will be responsible for managing day-to-day retail operations, monitoring store performance, ensuring inventory availability, maintaining operational standards, and leading retail teams. The ideal candidate should have strong experience in multi-store retail operations, preferably in the pharmacy, healthcare, or retail industry.

Key Responsibilities

1. Retail Operations Management

• Oversee day-to-day operations across retail pharmacy stores and ensure smooth functioning.
• Develop and implement standard operating procedures (SOPs) to improve operational efficiency.
• Monitor store performance, operational compliance, and service quality.
• Conduct regular store visits and operational audits to ensure adherence to company standards.

2. Business Performance & Sales Growth

• Drive sales, revenue growth, and profitability across assigned retail outlets.
• Monitor key performance indicators (KPIs), including sales, average transaction value, conversion rates, and store productivity.
• Identify business improvement opportunities and implement action plans to achieve targets.
• Prepare periodic performance reports and share insights with senior management.

3. Inventory & Supply Chain Management

• Ensure optimal inventory availability and stock replenishment across stores.
• Monitor stock movement, inventory accuracy, expiry management, and slow-moving products.
• Coordinate with purchase, warehouse, and supply chain teams to prevent stockouts and excess inventory.
• Minimize inventory losses, pilferage, and product wastage.

4. Team Management & Development

• Lead, train, and motivate store managers, pharmacists, and retail operations teams.
• Define performance targets and monitor team productivity.
• Support manpower planning, workforce deployment, and performance reviews.
• Build a customer-focused and performance-driven team culture.

5. Customer Experience & Service Quality

• Ensure high standards of customer service and satisfaction across stores.
• Resolve escalated customer complaints and implement corrective measures.
• Improve customer retention through efficient service delivery and consistent store experience.

6. Compliance & Process Improvement

• Ensure adherence to applicable pharmacy regulations, licensing requirements, and internal operating policies.
• Coordinate with relevant teams to maintain accurate documentation and audit readiness.
• Identify operational gaps and implement corrective and preventive actions.
• Ensure appropriate storage, handling, and expiry monitoring of pharmaceutical products in coordination with qualified pharmacy personnel.

7. Reporting & Stakeholder Coordination

• Prepare MIS reports covering sales, inventory, store productivity, and operational performance.
• Coordinate with senior management and cross-functional teams, including HR, Finance, Purchase, Warehouse, and Supply Chain.
• Use data-driven insights to improve operational processes and business outcomes.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Retail Management, Pharmacy, or a related field; an MBA is preferred.
• Minimum 8+ years of experience in retail operations, preferably in pharmacy retail, healthcare, FMCG, or organized retail.
• Experience managing multiple retail outlets or a large store network.
• Strong understanding of retail sales, inventory management, store operations, and customer service.
• Proven team management, leadership, and problem-solving skills.
• Proficiency in MS Excel, MIS reporting, and retail management systems.
• Strong communication, analytical, and stakeholder management skills.
• Ability to travel to retail locations as required.

Preferred Candidate Profile

• Candidates with experience in pharmacy chains, organized healthcare retail, or multi-store retail operations will be preferred.
• Experience in driving sales growth, improving store profitability, and managing retail KPIs.
• Demonstrated ability to streamline processes, control operational costs, and improve customer satisfaction.

Key Performance Indicators (KPIs)

• Retail sales growth and achievement of revenue targets.
• Store profitability and operating cost control.
• Inventory accuracy and stock availability.
• Reduction in expiry-related losses and inventory shrinkage.
• Customer satisfaction and complaint resolution.
• Store audit scores and operational compliance.
• Employee productivity and store-level performance.