Walk-in || Store Business Manager

Role Overview:

As a Store Business Owner (SBO), you will be responsible for the complete ownership and performance of the assigned Zeno Health store.

The SBO is expected to operate the store like a business owner owning sales, profitability, customer experience, inventory, compliance, people productivity and overall store performance.

This role is ideal for a Senior Pharmacist / experienced retail pharmacy professional who wants to move beyond dispensing medicines and take ownership of a complete business unit.

Key Responsibilities

1. Business & Sales Ownership

• Own the overall sales, revenue and profitability of the store.
• Achieve and exceed monthly and quarterly business targets.
• Drive prescription sales, OTC sales, wellness and other relevant categories.
• Identify opportunities to increase average bill value, customer frequency and repeat purchases.
• Monitor daily sales performance and take corrective actions to achieve targets.
• Analyse store performance and identify gaps and growth opportunities.
• Drive local initiatives to increase store footfall and customer conversion.
• Ensure effective execution of company campaigns, promotions and offers.

2. Customer Experience & Retention

• Create a strong customer-first culture within the store.
• Build long-term relationships with customers and patients.
• Ensure accurate, timely and courteous service to every customer.
• Resolve customer complaints and ensure timely closure.
• Understand customer needs and recommend appropriate OTC/wellness products within professional and regulatory boundaries.
• Track repeat customers and identify opportunities to improve customer retention.
• Build trust with customers through strong pharmaceutical knowledge and service.

3. Store Operations

• Own the complete day-to-day operations of the store.
• Ensure smooth opening, closing and shift operations.
• Ensure proper billing, cash handling and daily reconciliation.
• Maintain store hygiene, discipline, visual merchandising and operational standards.
• Ensure all SOPs and company processes are followed consistently.
• Coordinate with central teams such as Supply Chain, Category, Finance, HR and Operations whenever required.

4. Inventory & Stock Management

• Own store inventory and ensure optimum stock availability.
• Monitor fast-moving, slow-moving and non-moving inventory.
• Minimise stock-outs and ensure availability of critical medicines.
• Control expiry, near-expiry and damaged stock.
• Reduce inventory losses, pilferage and stock discrepancies.
• Ensure accurate inwarding, storage and movement of inventory.
• Maintain optimum inventory levels based on store demand and sales patterns.
• Take ownership of stock audits and closure of discrepancies.

5. People Management

• Lead, coach and develop the store team.
• Plan manpower and ensure adequate staffing as per business requirements.
• Allocate daily responsibilities and monitor individual productivity.
• Conduct regular team huddles and performance discussions.
• Set clear expectations around sales, customer service and operational performance.
• Identify capability gaps and coach team members.
• Build a positive, accountable and high-performance culture.
• Manage attendance, punctuality, discipline and employee engagement.
• Identify high-potential employees and prepare them for future leadership roles.

6. Pharmacist & Regulatory Compliance

• Ensure all pharmacy operations comply with applicable laws, regulations and company SOPs.
• Ensure prescriptions are checked and medicines are dispensed accurately.
• Ensure appropriate documentation and records are maintained.
• Ensure proper handling and storage of medicines.
• Monitor expiry dates, batch numbers and controlled/regulated medicines as applicable.
• Maintain confidentiality of customer/patient information.
• Ensure all required pharmacy licences, registrations and compliance requirements are maintained at the store.

7. Data & Performance Management

• Track and review daily KPIs including:
• Sales
• Gross margin
• Average bill value
• Customer footfall
• Conversion
• Repeat customers
• Prescription sales
• OTC/wellness sales
• Stock availability
• Inventory ageing
• Expiry
• Shrinkage
• Team productivity
• Customer complaints
• Use data to identify problems and implement corrective actions.
• Prepare action plans for underperforming KPIs.
• Review store performance with the Area/Cluster Manager regularly.

8. Ownership & Problem Solving

• Take complete accountability for store performance.
• Identify operational and business problems proactively rather than waiting for escalation.
• Make data-driven decisions within the defined authority framework.
• Coordinate with relevant stakeholders to solve store-level issues.
• Demonstrate urgency, ownership and bias for action.
• Ensure commitments are followed through to closure.