Retail Operations Manager

Role Summary:
We are looking for an experienced Operations Manager to oversee the day-to-day functioning of our retail pharmacy outlets. The role is responsible for infrastructure and facility upkeep, manpower planning, customer service, financial coordination, sales growth, and store compliance — ensuring smooth, efficient, and profitable store operations.
Key Responsibilities:
1. Infrastructure and Facility Management
Ensure store premises, equipment, and fixtures are well-maintained and fully functional
Coordinate repairs, maintenance, and vendor visits for store infrastructure (AC, refrigeration/cold chain, POS systems, etc.)
Ensure adherence to safety, hygiene, and housekeeping standards
Monitor utility costs and ensure optimal upkeep of store assets
2. Manpower Planning and Employee Management
Plan staffing levels and duty rosters to ensure adequate coverage at all times
Recruit, onboard, train, and supervise pharmacists, pharmacy assistants, and support staff
Conduct performance reviews, identify training needs, and support career development
Manage attendance, leave, and discipline in line with HR policies
Foster a professional, customer-first team culture
3. Customer Service and Escalation Handling
Ensure customers receive accurate information and courteous service on medicines and health products
Handle escalated customer complaints and ensure timely resolution
Monitor customer feedback and implement service improvement measures
Uphold service quality standards across all customer touchpoints
4. Accounts and Financial Coordination
Oversee POS billing, cash handling, and daily reconciliation processes
Coordinate with the accounts/finance team on store-level financial reporting
Monitor store budgets and operational expenses
Support audits and ensure accuracy of financial records at store level
5. Sales and Business Development Initiatives
Monitor sales performance and drive strategies to achieve revenue and footfall targets
Coordinate with marketing teams on promotions, seasonal campaigns, and new product launches
Identify opportunities for upselling OTC/wellness products
Build local outreach initiatives to grow customer base
6. Store Operations, Compliance, and Administrative Functions
Oversee day-to-day store operations to ensure smooth and efficient functioning
Ensure compliance with pharmacy regulations, licensing requirements, and drug-handling protocols
Coordinate with the SCM team on stock levels, replenishment, and discrepancies; conduct store-level audits
Implement and monitor SOPs across store functions
Maintain accurate records and documentation for regulatory inspections and audits
Prepare and submit operational and compliance reports to senior management
7. Any Other Operational Responsibilities
Undertake any other operational duties or projects as assigned by senior management from time to time
Requirements:
5–8 years of overall work experience
Experience in retail store operations preferred (any retail background is fine, not necessarily pharmacy)
Prior experience handling/overseeing 10–15 stores or multi-location operations
Experience in team management, daily operations, and performance monitoring
Experience handling customer complaints, escalations, and service-related issues
Good understanding of SOP implementation, KPI tracking, and operational reporting
Experience working with multiple departments (SCM, finance, HR, marketing) to resolve operational issues
Strong working knowledge of Excel/Google Sheets and operational MIS
Willingness to travel to HealthSy Pharmacy stores as required
Should be based out of Coimbatore or willing to relocate
Interested candidates can share their cv to careers@healthsy.in

Work arrangement
No