Retail Operations Manager  

Customer Service

• Maintain company’s goal to exceed the Customer/Patient’s expectation, going above and beyond role model for the organization which will be monitored by mystery visits, number of patient complaints, CSAT ranking, resolution of customer issues and clinic greeting

Clinic and Retail Operations

• Establish KRAs for all facets of Clinic Operations
• Achieve or exceed monthly customer service ranking goal
• Achieve or exceed monthly/annual sales projections in effort to maximize revenue and gross margins according to company goals and standards
• Monitor patient flow throughout the clinic, ensuring minimum wait time to patients
• Process and submit all company documentation, including management reports, OPEX and financial reports, third party (insurance) claims, for timely processing
• Ensure compliance of daily activities; confirmations, bank deposits, daily sales reporting, etc.; utilizes manager’s checklist for accuracy, as well as daily checklists
• Control and direct selling strategies to maximize clinic profits
• Control and reduce inventory shrinkage by monitoring damaged and defective product in CL area, dispensary and lab
• Identify areas of inefficiency in clinic and takes corrective action
• Any other duties as assigned by the Ayala Health Head Office

Supervision of Staff’s Performance

• Ensure all associates and clinic staff are properly cross-trained in all areas of the office and clinic
• Ensure all selling standards are being achieved by clinic personnel such as CSAT ranking
• Communicate, implement, and ensure compliance to all company policies, procedures and company changes to associates in an accurate and timely fashion
• Provide communication to associates in regards to performance; provides direction when improvement is required

Site Selection and Clinic Opening

• Identify potential site locations for the clinics and develop a protocol for site selection customized for the needs of the Company
• Drive the set-up and operations of the retail pharmacy business of the clinics
• Perform other related tasks as may be needed

• Bachelor’s degree required
• MBA, MA and/or CPA degree strongly preferred
• 7+ years of broad retail leadership experience
• Excellent leadership and management skills
• Work experience and background in procurement, merchandising and store opening
• Knowledge and training on planograming
• Highly analytical with keen attention to details
• Proficient in Microsoft Office Computer literate