Head of Pharmacy Operations

Sue Ross Recruitment are working with a large, independent, family-owned UK pharmacy chain in the recruitment of a Head of Pharmacy Operations, covering The Midlands and North West. The Head of Pharmacy Operations is responsible for leading, managing, and optimising the overall performance of the pharmacies. This role ensures operational excellence, regulatory compliance, commercial growth, and outstanding customer experience across all branches. The position drives the strategic and day-to-day retail operations, focusing on profitability, people development, and patient-centred service delivery.

KEY RESPONSIBILITIES:

• Strategic Leadership

• Develop and implement the retail pharmacy operations strategy aligned with the overall business strategy.
• Identify growth opportunities through branch expansion, performance improvement, and market analysis.
• Drive innovation in retail pharmacy models e.g. e-commerce, clinical services.

• Oversee daily operations of all branches, ensuring compliance, efficiency, and profitability.
• Establish and monitor operational KPIs: sales, gross margin, stock-holding, customer satisfaction.
• Implement best practices in merchandising, stock control, and supply chain coordination.
• Ensure consistent execution of standard operating procedures (SOPs) across all locations.

• Ensure full compliance with pharmacy laws, professional standards, and health regulations.
• Collaborate with the Superintendent Pharmacist / Responsible Pharmacists to maintain governance and safety standards.
• Oversee audits, inspections, and corrective action plans.

• Develop annual operating budgets and ensure achievement of financial targets.
• Monitor branch level P&L performance and drive corrective actions.
• Optimise cost management, pricing strategies, and procurement efficiencies.

• Lead, mentor, and develop area and branch managers, pharmacists, and support teams.
• Foster a high-performance culture focused on accountability, teamwork, and customer care.
• Manage workforce planning, recruitment, and retention strategies.

• Ensure delivery of an exceptional patient and customer experience.
• Analyse market trends, competitor activity, and consumer behaviour to inform strategic decisions.
• Champion initiatives to enhance customer loyalty, digital engagement, and brand reputation.

Key Relationships:

• Internal: Senior Leadership, Finance, HR, Business Transformation, Superintendents & IT
• External: Regulatory authorities, suppliers, healthcare partners and professional associations.

REQUIRED QUALIFICATIONS AND EXPERIENCE:

• Bachelor’s degree – desirable
• Registration as a Pharmacist with the relevant regulatory authority – desirable
• Minimum 10 years’ experience in retail pharmacy operations, with at least 5 in a senior leadership role - essential
• Proven track record in multi-site retail management and commercial performance improvement
• Strong leadership and people management skills
• Strategic and analytical thinking with commercial acumen
• In-depth understanding of pharmacy operations, supply chain, and regulatory frameworks
• Excellent communication, negotiation, and stakeholder management
• Ability to drive change, implement systems, and deliver results in a challenging sector.

Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion. May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment.