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District Manager Pharmacy & Retail Ops - Zone C
at Walgreens
RANDALLSTOWN, MD

District Manager Pharmacy & Retail Ops - Zone C
at Walgreens
RANDALLSTOWN, MD

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Description

Responsibilities

Job Objectives
Responsible for operation and execution excellence within a district, including daily living, retail pharmacy, home care, clinics, specialty pharmacy, and other business units as appropriate. Facilitates and fosters a culture in which all Walgreens businesses form a cohesive team that supports overall business growth within a district and drives corporate initiatives.
Provides coaching and guidance to Store Managers and Pharmacy Managers, driving employee engagement and increasing overall performance and developing future leaders.
Ensures Store Managers and Pharmacy Managers have the appropriate resources to improve store sales, profitability and image through proper merchandising, protection of store assets, the selection, training and development of team members. Responsible for delivering high quality, distinctive and delightful customer experience across the district.

Job Responsibilities/Tasks
  • Customer Experience
    • Ensures excellence of customer service provided by team members within district. Offers feedback, training, and coaching, and develops action plans for improvement.
    • Shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).
    • Ensures the resolution of customer complaints for both pharmacy and front end and provides guidance on responses to customers' special needs.
  • Operations
    • Supervises assigned stores and visits stores on a routine basis.
    • Drives operational excellence through collaboration with Store Managers and Pharmacy Managers.
    • Works with Store Managers in order to support their operational focus and drive the execution of market strategies at the store levels.
    • Gathers competitive intelligence at the district level.
    • Responsible for completion of group sheets. Makes recommendations on the optimization of merchandising and inventory.
    • Provides input on key merchandising needs, such as product assortment, promotional pricing, advertising programs and display execution. Makes recommendations to Director Pharmacy and Retail Operations on local buys, promo pricing, vendor selection, and assortment. Ensures in store execution and compliance of merchandising strategy.
    • Coaches Pharmacy Managers to drive executional excellence in pharmacy operations and supports pharmacy programs and initiatives. Act as first point of contact for non-clinical pharmacy issues.
    • Develops and organizes community events, and builds relationships with key community organizations. Collaborates with Store Managers in community to drive community events.
    • Monitors and approves employee pay rates, increases and bonuses.
    • Supervises management of operations of assigned locations including strict compliance with any and all applicable laws and regulations, including but not limited to the sale of Alcohol, Tobacco, Fresh Food and Pharmacy Products.
  • Business Performance Management
    • Prepares for and attends area meetings and Monthly Business Overviews (MBO).
    • Reviews operating statements and Key Performance Indicators (KPIs) prepared by Financial Analyst. Works with Financial Analyst to identify root causes of performance variances and creates improvement plans for both front end and pharmacy.
    • Directs Store Managers to contribute to the execution of plans to improve business performance.
    • Conducts regular update meetings with Store Managers to evaluate store/district level performance. Facilitates collaboration between Store Managers to share best practices.
  • Business Planning
    • Works with Financial Analyst to create action plans, conduct business forecasting and analysis for business planning sessions. Helps Director Pharmacy and Retail Operations to set targets during business planning stage.
    • Supports Director of Retail and Pharmacy Operations and Healthcare Supervisor in developing and managing local healthcare relationships. Supports effective and profitable cross-business integration within the district.
    • Executes on improvement plans for poor performing stores.
  • People & Performance Management
    • Manages district hiring and staffing process (recruiting and interviewing) for staff pharmacists, pharmacy managers, interns, and assistant store manager trainees. Ensures sufficient staffing resources and controlled payroll expenses.
    • Focuses on coaching and developing Store Managers and Pharmacy Managers to drive employee engagement and increase performance.
    • Identifies low performing Store Managers and ensures sufficient coaching and performance management.
    • Works with Operations Trainer and Human Resources to implement training strategies to develop team members and to handle talent and performance issues.
    • Drives performance management process for Store Managers; gathers input from Store Manager for Pharmacy Manager reviews.
    • Addresses issues related to performance and conducts and disciplines store team members; seeks advice from Employee Relations and Human Resources as appropriate.
    • Promotes teamwork and motivates team members by establishing expectations, tracking results, showing enthusiasm and sharing vision.
    • Ensures compliance with all corporate policies, applicable employment laws, and is consistently fair in the treatment of all team members.
    • Ensures compliance on non-clinical quality related events, up through coaching, training, resolution (inaccurate refill example)
  • Training & Personal Development
    • Participates in training and supports training efforts where necessary. Seeks opportunities to receive management and leadership training.
    • Seeks self-development by monitoring own performance, setting high personal standards, increasing knowledge of retail, pharmacy and management fields, seeking and sharing best practices.
  • Communications
    • Cascades information from conference calls, area meetings, and corporate initiatives to direct and indirect reports. Reviews and cascades emails from Corporate and Regional Vice Presidents and Director, Pharmacy and Operations to Store Managers.
    • Communicates regularly with managers and team members through one-on-one discussions, group meetings as needed, and in writing to keep them apprised, solicit input, answer questions and ensuring communication is open.

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