Retail Operations Manager (Pharmacy)

Job Description

The Retail Operations Manager is responsible for overseeing the daily operations of the pharmacy retail store to ensure efficient business performance, regulatory compliance, high standards of customer service, and achievement of sales and operational objectives. The role involves managing retail operations, supervising staff, coordinating inventory, ensuring compliance with healthcare regulations, and supporting business growth while maintaining excellent customer experience.

Key Responsibilities

• Manage the day-to-day operations of the pharmacy retail store to ensure smooth and efficient business operations.
• Develop and implement operational strategies to improve productivity, customer satisfaction, and profitability.
• Supervise, train, and evaluate retail staff, ensuring adherence to company policies and service standards.
• Coordinate with licensed pharmacists to ensure smooth workflow between retail and pharmacy operations.
• Monitor store sales performance and implement initiatives to achieve revenue and profitability targets.
• Manage inventory levels, stock replenishment, and product availability, including prescription and over-the-counter (OTC) products.
• Coordinate purchasing activities with suppliers and distributors to ensure timely stock replenishment.
• Ensure proper storage, stock rotation, and inventory control to minimise product expiry and wastage.
• Monitor and analyse sales reports, inventory reports, and operational performance to identify improvement opportunities.
• Ensure compliance with company policies, retail procedures, workplace safety requirements, and applicable healthcare regulations.
• Oversee merchandising, product displays, promotional campaigns, and seasonal marketing activities.
• Handle customer enquiries and resolve complaints professionally to maintain a high level of customer satisfaction.
• Manage store operating expenses and identify opportunities for cost optimisation.
• Prepare staff work schedules and manage manpower planning to ensure adequate staffing levels.
• Conduct regular operational audits to maintain cleanliness, safety, and operational excellence.
• Collaborate with senior management to develop business strategies, improve operational efficiency, and support business expansion.
• Maintain accurate operational records, sales reports, inventory documentation, and management reports.
• Foster a positive working environment that promotes teamwork, professionalism, and continuous improvement.

Requirements

• Diploma or Bachelor's Degree in Business Administration, Retail Management, Healthcare Management, or a related discipline.
• Minimum 3–5 years of experience in retail operations, preferably within a pharmacy, healthcare, or FMCG retail environment.
• Strong leadership, communication, and team management skills.
• Experience in inventory management and retail merchandising.
• Strong analytical and organisational skills.
• Proficiency in Microsoft Office and retail POS and inventory management systems.
• Ability to work in a fast-paced retail environment and manage multiple priorities.
• Knowledge of pharmacy retail operations and Singapore healthcare retail regulations is an advantage.

Key Competencies

• Retail Operations Management
• Pharmacy Retail Administration
• Inventory and Stock Control
• Team Leadership and Staff Development
• Customer Service Excellence
• Sales and Business Development
• Budget and Cost Management
• Regulatory Compliance
• Vendor and Supplier Management
• Operational Planning and Process Improvement
• Performance Monitoring and Reporting

Key Performance Indicators (KPIs)

• Achievement of sales and profitability targets.
• Customer satisfaction and service quality.
• Inventory accuracy and stock availability.
• Reduction in product expiry and stock losses.
• Compliance with operational and regulatory requirements.
• Staff productivity and retention.
• Operational efficiency and cost management.
• Successful implementation of promotional and business initiatives.