Head Of Retail Operations

Head of Operations

My client is a retail chain pharmacy in Accra, seeking a Heads of Operations that will be

responsible for creating and executing strategies to drive the stores operations, efficient management of supply chain and infrastructure to ensure seamless delivery \ of core business activities as well as provide ownership for new store launches.

Exciting opportunity to bring your talent and experience to drive 5 year expansion plan of said business.

Supervises:

Sales and Operations – Retail Stores

Supply Chain

Expansion and Store launches

Duties:

Organisation-wide Strategy Articulation

Contribute to the articulation of the organisation-wide strategy, providing insight on emerging trends, opportunities, risks from a commercial perspective, and interventions to drive business growth

Store Operations

1. Provide oversight of operations management for all retail outlets, ensuring revenue targets are achieved.
2. Design operating manual and ensure all staff adequately trained on SOPs
3. Design the customer experience/engagement strategy

Supply Chain Management

1. Oversee the articulation of the organisation’s end-to-end supply chain blueprint, detailing the strategy down to key tactics and corresponding activities
2. Oversee the implementation of the defined supply chain strategy across key functions such as Warehousing, Procurement, Logistics - Distribution and Fulfilment, ensuring adherence to defined strategy and best practice
3. Oversee long term procurement planning and demonstrate ownership for implementing strategic cost optimisation programs to maintain a competitive edge in the market
4. Oversee the identification and pursuit of new business, partnership and supplier opportunities

Pharmacy Operations Governance

• Responsibility for ensuring that pharmacy operations are in line with best practice and defined governance frameworks to ensure the continued provision of quality services

Requirements:

Experience:

Minimum of 10 years’ post-qualification experience, 3 years at senior management level;

At least 6 years pharmaceutical / healthcare industry experience.

Strong retail experience.

Education:

• First Degree
• A postgraduate qualification or an MBA would be an advantage

Skills:

1. Deep understanding of the healthcare industry, and key players across the healthcare value chain
2. An entrepreneurial thinker with strong business intelligence and commercial acumen
3. Proven experience in an operations role
4. In-depth understanding of market research methods and analysis; and of performance reporting; and of financial/budgeting processes. Ability to translate data to actionable plans is a must for the role
5. Comprehensive leadership level knowledge of products and service marketing, brand development and management; and customer service management.
6. Robust understanding of supply chain management, able to identify and build required synergies and collaborations with key stakeholders across the distribution value chain
7. Exceptional people skills – emotionally intelligent, able to connect, build and develop relationships and enjoys working collaboratively
8. Demonstrated ability to manage multiple priorities in a fast-paced environment
9. Strong relationship-building skills and experience building strategic partnerships
10. Strong negotiation skills and the ability to quickly establish credibility
11. Excellent communication, business presentation and persuasion skills
12. Strong experience in proposition and pricing development, customer retention and loyalty, investment, and capital/revenue management

KPI’s

1. Revenue growth gross margin, EBITDA relative to approved budget
2. Revenue/sq.m, same store sales growth
3. No. / lead time for new stores launched
4. Stock availability ratio
5. Customer satisfaction rate
6. Staff cost / sales, rent / sales ratio
7. Complete key strategic transformations/new projects within set timelines
8. 100% regulatory compliance / audit
9. Number of customers growth / Active loyalty programme customers
10. Shrinkage ratio
11. Number of patient complaints and lead time for resolution
12. Number of community engagements held in the year