The Area Lead is responsible for overseeing the operational performance, sales growth, customer experience, and compliance standards of assigned branches within a designated territory. The role leads and coaches Store Supervisors to ensure consistent execution of company standards, operational excellence, and achievement of business objectives across all branches.
The position acts as the primary link between Head Office and branch operations by driving operational discipline, people development, inventory health, customer service excellence, and territory profitability. The Area Lead ensures that branch operations are effectively managed through strong leadership, performance monitoring, coaching, and cross-functional coordination.
Duties And Responsibilities
Sales and Performance Management
- Oversees operational and commercial performance of assigned branches to ensure achievement of sales targets, profitability, and operational KPIs.
- Monitors branch sales performance, productivity, expenses, and operational efficiency across the assigned territory.
- Reviews branch performance reports and identifies opportunities, risks, and operational gaps requiring immediate action.
- Develops and implements action plans with Store Supervisors to improve sales growth, customer count, profitability, and operational performance.
- Supports execution of company initiatives, seasonal programs, and commercial activities within the assigned area.
- Participates in initiatives related to market expansion, customer acquisition, territory growth, and branch productivity improvement.
Inventory Management and Store Operations Oversight
- Oversees inventory management performance of branches to ensure healthy stock levels, minimized expiry risks, and strong product availability.
- Monitors branch compliance with inventory practices such as stock monitoring, shrinkage prevention, and inventory accuracy standards.
- Reviews inventory discrepancies, stock movement issues, replenishment gaps, and operational concerns with Store Supervisors and concerned support teams.
- Coordinates with Supply Chain and Procurement teams to address operational inventory concerns affecting branch performance.
- Monitors implementation of merchandising, store cleanliness, operational standards, and customer readiness through branch audits and Store Supervisor coaching.
- Ensures branches maintain high operational standards that support customer satisfaction and business continuity.
Customer Experience
- Ensures high standards of customer service and patient experience are consistently implemented across all assigned branches.
- Monitors customer feedback, complaints, and service concerns and ensures timely resolution and follow-through.
- Coaches Store Supervisors and branch teams on customer engagement, service recovery, operational excellence, and branch professionalism.
- Identifies opportunities to improve branch experience, service efficiency, and customer retention within the territory.
Team Development
- Leads, coaches, and develops Store Supervisors to improve operational leadership capability, execution consistency, and overall branch performance.
- Conducts regular coaching sessions, branch visits, performance reviews, and developmental discussions with Store Supervisors.
- Monitors manpower productivity, attendance, scheduling, workforce discipline, and staffing concerns across assigned branches.
- Identifies training and development needs and collaborates with Head Office HR teams to strengthen organizational capability.
- Prepares and executes onboarding and operational integration of newly hired Store Supervisors.
Branch Setup and Support
- Supports branch expansion initiatives and oversees operational readiness activities for new store openings within the assigned territory.
- Monitors pre-opening requirements including manpower readiness, inventory availability, operational supplies, permits, systems setup, and branch compliance requirements.
- Ensures proper implementation of operational standards, workflows, systems, customer service practices, and branch procedures during store opening activities.
- Conducts branch readiness assessments and validates operational preparedness prior to branch opening.
- Provides on-ground operational leadership and execution support during branch opening and stabilization periods.
- Supports transition of newly opened branches into stable day-to-day business operations while ensuring operational consistency and compliance.
Reporting and Coordination
- Prepares and submits operational reviews, branch performance reports, territory updates, audit findings, and action plans to Management..
- Provides operational insights and recommendations to Management regarding branch performance, customer behavior, market conditions, and business opportunities.
- Supports implementation of operational projects, process improvements, and company-wide initiatives.
- Represents the company in operational meetings, community engagements, and business discussions as needed.
- Performs other related tasks as assigned in support of overall business operations.
Education : Bachelors Degree in Business Administration, Pharmacy, Supply Chain, or related field
Experience : At least 3-5 years of relevant experience in retail operations management, multi-store supervision and area management. years preferably in retail pharma, or health retail industry is an advantage
Skills And Attributes
- Proficiency in MS Office applications, particularly Excel and PowerPoint.
- Familiarity with retail operations systems, inventory management, workforce management, and performance reporting tools.
- Strong analytical, operational, and people management capabilities
