Unit In Charge Operations
Key responsibilities:
- People excellence
Champion a high-performance culture.
Lead, coach, and develop pharmacy teams to achieve individual and store performance goals.
Drive employee engagement, productivity, and accountability across the store.
Ensure grooming, conduct, and service standards are maintained at all times.
Complete onboarding, training, probation reviews, and competency assessments for all applicable team members.
Build a customer-focused and collaborative work environment.
Identify and nurture future leaders within the team.
Key success measures
70% of team members achieving 100% or more of assigned targets.
100% adherence to grooming and service standards.
100% completion of training manuals and probation requirements.
- Service excellence
Drive customer experience and brand standards.
Deliver an exceptional customer experience across all touchpoints.
Improve customer loyalty through proactive service and personalized engagement.
Ensure adherence to Aster service protocols and customer care standards.
Drive positive customer feedback and Google review generation.
Maintain store readiness for mystery shopping and service audits.
Key success measures
NPS target achievement.
Mystery shopping score ? 85%.
Growth in Google reviews as per annual target.
Consistent delivery of Aster brand standards.
- Product & process excellence
Inventory management and compliance.
Ensure optimal stock availability and efficient inventory management.
Monitor stock movement, expiry management, shrinkage control, and replenishment planning.
Drive category A product availability above required benchmarks.
Ensure regulatory, quality, and operational compliance standards are maintained.
Minimize eRx leakage and prescription processing errors.
Conduct regular store audits and corrective action planning.
Key success measures
Category A availability > 95%.
Reduction in inventory expiry losses.
eRx leakage maintained within approved limits.
LP score > 86%.
QC compliance > 75%.
- Technology, digital health & innovation
Drive digital adoption.
Promote MyAster digital ordering and omnichannel customer engagement.
Ensure timely processing and fulfillment of online aggregator and express orders.
Leverage D365 and digital dashboards to monitor store performance.
Support automation initiatives and process improvements.
Key success measures
Aggregator cancellations maintained below target.
Orders packed and ready within stipulated turnaround times.
Growth in digital transactions and platform adoption.
- Brand equity
Build strong community and customer loyalty.
Promote MyWellth membership enrollment and customer retention initiatives.
Drive home delivery utilization and repeat customer engagement.
Ensure consistent representation of Aster's brand values within the community.
Execute local marketing and promotional initiatives.
Key success measures
MyWellth participation targets achieved.
Home delivery growth achieved as per annual plan.
Increased customer retention and repeat business.
- Sustainability & community connect
Support ESG and community initiatives.
Participate in and organize community healthcare awareness activities.
Support Aster CSR, ESG, and volunteer programs.
Build partnerships and community engagement opportunities within the local market.
Key success measures
Minimum one community outreach activity, campaign, or partnership per quarter.
Active participation in Aster sustainability and community initiatives.
- Business performance
Drive revenue and profitability growth.
Own end-to-end store P&L performance.
Deliver revenue, AIB, non-AIB, and profitability targets.
Drive growth in prescription and non-prescription categories.
Ensure achievement of sales targets through effective team performance and customer engagement.
Increase beauty care, wellness, and non-pharma product contribution.
Monitor daily KPIs and implement action plans to close performance gaps.
Key success measures
100% achievement of store revenue targets.
100% achievement of AIB and non-AIB targets.
Growth in non-pharma sales contribution.
Growth in beauty care and wellness category sales.
70% of staff achieving AIB targets.
Qualifications
Bachelor's degree in pharmacy.
Valid MOH/DHA/DOH or HAAD/SHA pharmacy license.
Experience
Minimum 4-6 years of retail pharmacy experience with at least 1-2 years' experience within Aster Pharmacies.
Experience managing sales performance, inventory, customer service, and team development within a retail environment.