Unit In Charge.Operations.Aster Pharmacies Group LLC

Role Overview

Unit In Charge, Operations at Aster DM Health Care. This role drives overall store performance by delivering business growth, exceptional customer experience, operational excellence, people development, inventory optimization, digital adoption, and brand excellence.

Role Purpose

Ensure the store consistently achieves revenue, profitability, compliance, and customer satisfaction targets while embodying Aster's vision of providing quality healthcare and building lasting customer trust.

Key Responsibilities

People Excellence

• Lead, coach, and develop pharmacy teams to achieve individual and store performance goals.
• Drive employee engagement, productivity, and accountability across the store.
• Ensure grooming, conduct, and service standards are maintained at all times.
• Complete onboarding, training, probation reviews, and competency assessments for all applicable team members.
• Build a customer-focused and collaborative work environment.
• Identify and nurture future leaders within the team.

Service Excellence

• Deliver an exceptional customer experience across all touchpoints.
• Improve customer loyalty through proactive service and personalized engagement.
• Ensure adherence to Aster service protocols and customer care standards.
• Drive positive customer feedback and Google review generation.
• Maintain store readiness for Mystery Shopping and service audits.

Product & Process Excellence

• Ensure optimal stock availability and efficient inventory management.
• Monitor stock movement, expiry management, shrinkage control, and replenishment planning.
• Drive Category A product availability above required benchmarks.
• Ensure regulatory, quality, and operational compliance standards are maintained.
• Minimize eRx leakage and prescription processing errors.
• Conduct regular store audits and corrective action planning.

Technology, Digital Health & Innovation

• Promote MyAster, digital ordering, and omnichannel customer engagement.
• Ensure timely processing and fulfilment of online, aggregator, and express orders.
• Leverage D365 and digital dashboards to monitor store performance.
• Support automation initiatives and process improvements.

Brand Equity

• Promote MyWellth membership enrollment and customer retention initiatives.
• Drive home delivery utilization and repeat customer engagement.
• Ensure consistent representation of Aster's brand values within the community.
• Execute local marketing and promotional initiatives.

Sustainability & Community Connect

• Participate in and organize community healthcare awareness activities.
• Support Aster CSR, ESG, and volunteer programs.
• Build partnerships and community engagement opportunities within the local market.

Business Performance

• Own end-to-end store P&L performance.
• Deliver revenue, AIB, non-AIB, and profitability targets.
• Drive growth in prescription and non-prescription categories.
• Ensure achievement of sales targets through effective team performance and customer engagement.
• Increase beauty care, wellness, and non-pharma product contribution.
• Monitor daily KPIs and implement action plans to close performance gaps.

Qualifications & Experience

• Bachelor's Degree in Pharmacy.
• Valid MOH/DHA/DOH or HAAD/SHA Pharmacy License.
• Minimum 4–6 years of retail pharmacy experience, with at least 1–2 years' experience within Aster Pharmacies.
• Experience managing sales performance, inventory, customer service, and team development within a retail environment.

Additional Information

Key Success Measures

• 70% of team members achieving 100% or more of assigned targets.
• 100% adherence to grooming and service standards.
• 100% completion of training manuals and probation requirements.
• NPS target achievement.
• Mystery Shopping Score ≥ 85%.
• Growth in Google reviews as per annual target.
• Consistent delivery of Aster brand standards.
• Category A availability >95%.
• Reduction in inventory expiry losses.
• eRx leakage maintained within approved limits.
• LP Score >86%.
• QC Compliance >75%.
• Aggregator cancellations maintained below target.
• Orders packed and ready within stipulated turnaround times.
• Growth in digital transactions and platform adoption.
• MyWellth participation targets achieved.
• Home delivery growth achieved as per annual plan.
• Increased customer retention and repeat business.
• Minimum one community outreach activity, campaign, or partnership per quarter.
• Active participation in Aster sustainability and community initiatives.
• 100% achievement of store revenue targets.
• 100% achievement of AIB and Non-AIB targets.
• Growth in non-pharma sales contribution.
• Growth in beauty care and wellness category sales.
• 70% of staff achieving AIB targets.