Description:
The Director leads the Field Operations team and owns the operating rhythm between internal functions, the field, and key accounts to deliver sustainable pharmacy performance.
Specific Responsibilities:
Field Operations Leadership:
- Own and continuously evolve the national field execution model, ensuring clear standards, priorities, and ways of working across the network.
- Translate enterprise strategy into clear, executable field objectives, tools, and routines.
- Ensure franchisees experience a coordinated, consistent, and practical field presence.
- Identify systemic operational issues and lead cross‑functional resolution with internal partners.
- Drive adoption of core operating standards, workflows, and programs that materially improve pharmacy‑level performance.
Key Account & Partner Integration:
- Serve as the senior operational lead for strategic franchisees and key accounts, providing focused alignment, support, and escalation management.
- Build strong working relationships with priority internal and external partners to ensure operational alignment and execution.
- Act as an integration point between key accounts, the field team, and internal stakeholders.
- Ensure commitments made to key accounts are clear, realistic, and operationally executable.
Performance & Execution Management:
- Establish clear field performance expectations, KPIs, and success measures tied to operational outcomes.
- Monitor execution quality and results, intervening where gaps in performance, consistency, or engagement exist.
- Use data, field insights, and franchisee feedback to continuously refine operating approaches.
- Maintain focus on activities that drive measurable impact at the pharmacy level.
Team Leadership & Development:
- Lead, coach, and develop the Field Operations team, building strong capability in execution, influence, and problem‑solving.
- Set clear expectations for accountability, decision‑making, and independence.
- Foster a culture of ownership, collaboration, and continuous improvement.
- Ensure consistent messaging, behaviours, and standards across the field organization.
Cross-Functional Alignment:
- Partner closely with internal teams (Operations, IT, Marketing, Finance, Business Development, Real Estate, etc.) to ensure initiatives are field‑ready and executable.
- Provide practical field input into initiative planning, prioritization, and sequencing.
- Act as the voice of field operations in enterprise discussions - balancing strategy with execution reality.
Scope & Relationships:
- Direct leadership of the Field Operations team (e.g., Franchise Account Executives/Field Leaders).
- Senior operational contact for priority franchisees and key accounts.
- High‑interaction role with internal functional leaders and external partners.
Qualifications & Experience:
- Bachelor’s degree in Business or related discipline (or equivalent experience).
- 7-10 years of progressive experience in multi‑unit operations, field leadership, or complex retail/healthcare environments.