Field Service Manager - Inland

• Grade 12 - Matric or Senior Certificate and relevant Sales/Marketing/Ops diploma
• 5 - 8 years' experience in a similar environment

• Relevant Degree
• Experience in managing a team and pharmacy environment

• Establish and oversee TLC Field Service systems and performance indicators, for the optimum operation of the department.
• Develop and monitor department procedures and processes in order to address field service offering and any related risks.
• Manage route planning for field service advisers in order to ensure that operational requirements for all franchise geographical areas are met.
• Identify potential field service and operational risks and develop corrective action plans in order to minimize risk to the company.

• Continuously improve and enhance TLC Loyalty programme reporting.

• Effectively manage field service issues, stock management and merchandising requirements for all franchisees.

• Maintain accurate database on Red Store Tracker and ensure plans are executed at store level by the field service advisors.
• Ensure that operational standards and operating systems is adhered to as per the Franchise Agreement and Operations Manual.

• Conduct regular store visits in line with the FSA checklist and offer feedback and corrective support to Franchisee.

• Monitor store-ordering processes and ensure stock levels flow through effective planning.

• Ensure that the merchandising is accurate and that corrective action is taken, if required.

• Liaise with pharmacy regarding planned and suggested orders as well as external suppliers.

• Ensure all required TLC corporate identity (CI) for store is updated and visible e.g. signage, uniform etc.

• Administer ongoing training in store to ensure that franchisee and staff attend all required training e.g. Choice card functions, ordering broadsheet products, marketing etc.

• Monitor and support franchisee with the TLC choice card implementation and performance.

• Coach and guide TLC franchisees in respect to operational requirements such as human resources, training, finances etc.

• Assist franchisee, where needed, with performance management and disciplinary procedures in store.

• Review store BI reports and discuss with management to establish operational support required.

• Drive store compliance and ensure operational standards and procedures are adhered to by franchisee.

• Maintain continuous communication with store and ensure all queries and concerns are closed.

• Recommend improvements and implement new processes and programs where necessary
• Ensure all operational requirements are executed by the field service team within TLC store opening (conversions or new stores) projects.

• Consolidate new store operational requirements and devise operational plans to support the franchisee.

• Implement all new business integration project plans from start to finish.

• Oversee and manage the receiving and pricing of stock in preparation for the franchise opening.

• Lead and coordinate all activities related to the merchandising of products with franchisee and TLC HO departments.

• Ensure relevant staff is trained on systems and operations as per agreement.

• Ensure that any rising issues or concerns are managed or escalated to the project team and resolved efficiently.
• Implement all TLC franchisee marketing and advertising campaigns at store level, in conjunction with the Marketing Department.

• Communicate and ensure that franchisees are aware of the campaign.

• Ensure that all in store collateral is correctly displayed and implemented.

• Ensure store staff is trained and able to sell/market the assigned campaign.
• Manage the costs of the field service department by providing input into the budget and managing expenditure accordingly on a daily basis.

• Oversee the stores financial performance to ensure a profitable franchise model.

• Evaluate and analyse store financial benchmarks and turnover figures monthly as well as provide recommendations for improvements.

• Communicate negative growth immediately and manage recovery plans in conjunction with the Franchise and TLC management team.
• Provide excellent service and maintain goodwill with all assigned TLC franchise stores' customers

• Strengthen relationships with franchise partners and monitor their business and store performance.
• Implement appropriate internal systems to manage relationships with franchisees and other stakeholders.

• Ensure that franchisee and staff are kept informed of all related information.

• Provide continuous feedback and support as per store requirements and queries.

• Leverage internal business partners to support the operations on the assigned stores.
• Support the field service team in delivering and maintaining a world class customer experience for all franchisees.

• Manage and develop the field service team to ensure excellent performance.

• Ensure day to day management and assignment of tasks etc., in order to achieve department and company goals.

• Take ownership in allocating or assigning projects and individual tasks to the team and ensuring their delivery.

• Oversee and coordinate department activities such as leave management, team training, performance and disciplinary actions when required.
• Analyse and monitor monthly store performance reports and identify proposed solutions.

• Compile in-depth reports and analyses regarding Red Store Tracker progress and interventions.
• Adhere to TLC Policies, Procedures and Standard Operating Procedures.

• Adhere to Health and Safety rules and regulations.

• Computer Skills - Microsoft Office: Word, Excel, PowerPoint and Outlook.
• Excellent telephone manner and language communication skills
• English & Afrikaans - read, write and speak well

• Market related salary

Dis-Chem Pharmacies