Job Description

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 members, including assigning daily activities, delegating tasks, 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 as a resource for the Pharmacy Operations Manager.
• Supports Store Manager in leveraging data, analysis, and team member input to make informed decisions, follow-up, and monitor impact.
• Supervises cash management, including register counts, bank withdrawals, armored car pickups, safe deposits, change orders, and bookkeeping.
• Supervises inventory, including resets, price changes, trend analysis, and training team members on inventory procedures.
• Ensures execution of operational feedback from the Store and District Managers through delegation and supervision.
• Maintains store cleanliness and safety, manages repairs and emergencies, and ensures team members are familiar with all systems and software.
• Ensures compliance with policies, laws, and regulations, including sale of alcohol, tobacco, food, and pharmacy products.
• Completes special assignments and tasks as needed.

Business Performance Management

• Analyzes financial and performance data, creates action plans, and collaborates with the Store Manager to identify sales opportunities and growth initiatives.
• Supports Pharmacy during busy periods, including serving as a pharmacy technician if necessary.

People & Performance Management

• Leads, trains, mentors, and coaches team members; manages performance, discipline, and makes hiring decisions.
• Sets responsibilities, goals, and provides feedback to enhance team effectiveness.
• Builds talent pipelines, manages staffing needs, and ensures diversity in future leaders.
• Follows proper procedures for recruitment, record retention, and training as per policies and laws.
• Creates a culture of accountability through clear expectations and performance management.

Training & Development

• Completes Store Manager training programs and required courses; maintains a personal development plan.
• Obtains and maintains a valid pharmacy technician license as required.

Communications

• Maintains open communication with team members through meetings and discussions; responds to questions and concerns.
• Assists in planning and communicating store and company strategies.

Qualifications include a Bachelor's degree or equivalent experience, leadership abilities, completion of Store Manager training, fluency in English, willingness to work flexible hours, and readiness for promotion and relocation if offered.

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