Prestige Pharmacy Business Operation Manager

He/she will drive continuous improvement in service delivery to enhance customer experience in the Prestige Pharmacy cluster.

1. Design and implement processes for the Prestige Pharmacy Business to accelerate and improve Minerva strategy execution through Brand Ambassador involvement.
2. Coordinate Brand Ambassadors' Collagen Day Event in the Prestige Pharmacy cluster, managing bookings, confirmations, rescheduling and cancellation processes i.e. the overall coordination of events.
3. Coordinate Brand Ambassadors' visits to pharmacies, managing bookings, confirmations, rescheduling, and cancellation processes
4. Coordinate own visits and regular calls with Prestige Pharmacy cluster (travel ratio about 20-30% of working time).
5. Validate on the CRM platform and control all promotion and sales reports concerning each collagen day event carried out across the Prestige Pharmacy Cluster to calculate and authorise rebates
6. Manage CRM platform (Salesforce), ensuring accurate and up-to-date information on pharmacies (assortment and stock available), events and BA surveys.
7. Handle support requests coming from the field (i.e. from pharmacies or the Distributor and/or Sales Agents) promptly and effectively.
8. Harmonise relationship with key distributor stakeholders
9. Lead strategies to enhance customer relationship, ensuring high satisfaction levels among Pharmacies and the Distributor Sales Agents.
10. Engage with pharmacy managers/staff to gather feedback about events and implement initiatives for on-site promotional activities' success.
11. Engage with pharmacy managers/staff to accelerate online training initiatives
12. Facilitate creation and analysis of visit reports, identifying areas for improvement and successful engagement strategies.
13. Develop and implement policies and procedures to improve efficiency, compliance, and quality of interactions between the Brand Ambassadors and the pharmacies.
14. Monitor performance metrics, prepare reports for senior management, and recommend continuous improvement strategies.
15. Coordinate the distribution of marketing/visibility materials in the Prestige Pharmacy Cluster
16. Coordinate Brand Ambassadors' instruments (including Dermalab Instrument Device maintenance/replacements and/or repairs) and marketing materials/products necessary for the pharmacy activities/events.
17. Collaborate with the digital development team to enhance CRM system functionality and user experience of online tools based on user feedback and performance data.
18. Organise training sessions for new Brand Ambassadors.

Benefits

Expected attitude

The expected professional attitude of Minerva’s Prestige Pharmacy Business Operation Manager requires:

1. Organizational and Coordination Skills: Proficiency in effectively coordinating a large number of Brand Ambassadors and adeptly organizing direct communication with pharmacies to efficiently schedule Brand Ambassador activities.
2. Customer Focus: understanding Pharmacies’ needs and concerns, and ensuring the Brand Ambassador’s promotional service meets their expectations in terms of sales effectiveness, communication/training skills and quality of customer interaction.
3. Collaboration and Teamwork
4. Communication Skills: clear and effective communication, both written and verbal.
5. Computer skills and a passion for leveraging technology to drive business success.
6. Analytical Thinking: the ability to analyse data, interpret results, and make informed decisions is essential.

1. Sales, Visibility and Assortment in the Prestige Pharmacy Cluster

• Increase relevant ratios related to the sales activities (i.e. units sold/event; event frequency; reorder frequency)
• Conversion Rate: The percentage of visits that result in a positive outcome, such as orders placed or agreements signed, showcasing the impact on sales or partnerships.
• Increase in Promotional Visits: Growth in the number of visits scheduled and completed through the tool, indicating its effectiveness in facilitating engagements.

1. Operational Efficiency

• Visit Scheduling Efficiency: Time taken to match promoters with pharmacies and confirm visits, including the rate of successful first-time matchings.
• Database Accuracy Rate: Percentage of accurate records in the pharmacy and promoter databases.
• Report Submission Timeliness: Percentage of visit reports submitted within the deadline.

1. Customer Satisfaction

• Customer Satisfaction Score (CSAT): Satisfaction levels reported by pharmacies, measured through surveys following interactions or visit completions.
• Issue Resolution Time: Average time taken to address and resolve issues reported by Pharmacies.

1. Engagement and Utilization

• Promoter Engagement Rate: The percentage of promoters actively booking visit reports and using the tool’s features regularly.
• Pharmacy Engagement Rate: The percentage of pharmacies actively engaging with promoters and providing feedback on visits.