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Digital Pharmacy Services Manager

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Why Superdrug

Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.

We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun.

Our success comes from our people – they make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Here's the exciting bit…a day includes

Based in Head Office and the Northampton HUB (1-2 days per week)

This role is for someone who is passionate about using technology to make Online Pharmacy and healthcare more accessible for all. You will be accountable for the delivery of our Online Pharmacy Service (currently incorporating eNHS and Online Doctor).  A strong understanding and development of the online and in-store operations is essential to ensure that we are providing a safe and effective service to our customers for both eNHS and Online Doctor. You will also be expected to continuously develop and improve both streams by regularly reviewing our service offering, undertaking regular competitor analysis, prioritising new feature development and having a ‘finger on the pulse’ regarding healthcare technology. You will be expected to deliver the agreed performance of Online Pharmacy by working with the wider team and external partners.

Breakdown of Key Responsibilities:

Performance
•Accountable for delivering the Online Pharmacy budget.
•Be the expert in performance, market size and be able to predict trends and recognise potential threats to sales within eNHS and Online Doctor services.
•Full end-to-end service monitoring and improvement mapping.
•Keep abreast of technology trends and competitor activity to develop and maintain a constantly evolving digital healthcare plan and strategy.
•Deliver performance through an effective operational strategy and marketing channels.

Customer 
•Lead by example working to deliver ‘That Superdrug Feeling’ and a great customer experience in all aspects of the role.
•Know who the customer is and understand their needs.
•Analyse our data and sales across sources and research to fully understand performance and opportunities.
•Work with Marketing to develop and execute the Marketing Plan, including the development of materials to support the propositions and delivery of the contracts.
•Effectively communicates well with the team and stores demonstrating ‘That Superdrug Feeling’. 
•Work closely with the wider team to deliver a great customer experience, reviewing and using customer feedback to support this.
•Build strong relationships with internal and external partners. 
•Work closely with all support functions to deliver the brand and service strategy.

People 
•Excellent communicator, able to build cross functional teams even with remote working.
•Identify and share best practice across the digital platforms.
•Responsible for communications with store to celebrate success, share good news stories, solutions for common issues and inspire stores to do their best.
•Spend time in the Northampton HUBon a weekly basis to understand the digital and operational issues, and to listen to colleagues, ensuring they feel heard and that their ideas are acted upon. Feedback should also be given to people sharing information.
•Take an active role in understanding our customers online personas, behaviours and pain points both online and in-store.
•Spend time researching the competition both in-store and online to understand how we can improve and what the opportunities are.

Operational
•Be the ‘go to’ person for eNHS and elements of the Online Doctor service
•Work across healthcare streams when necessary e.g. healthcare services or building business to business relationships.
•Work with support functions such as IT and Finance to ensure that the right infrastructure is in place.
•Create and support mechanisms for the sharing and implementation of Best Practice.
•Be aware of Standard Operating Procedures (SOPs) and PGDs for all clinical practice and ensure these are kept up to date.
•Work with the Pharmacy Superintendent, Clinical Governance, Legal and other relevant teams to make sure our services operate within the relevant regulation frameworks.
•Keep abreast of technology trends and competitor activity.

What you’ll need to succeed

•A minimum of 5 years’ experience in field or management positions within healthcare/pharmacy. 
•Understand the healthcare digital arena within public and private markets.
•Strong commercial and analytical skills.
•Exceptional attention to detail and customer focus.
•Strong influencing and negotiating skills.
•Excellent written and verbal communication skills.
•Problem Solver, with an adaptable and flexible approach.
•Ability to work under pressure and to deadlines



Here’s what’s in it for you

• Benefits 
• Working in a stylish, modern and collaborative office right by East Croydon station
• On-site beauty treatments, table tennis and café with a fantastic selection of hot and cold food every day
• Health and beauty giveaways from suppliers

Come and be part of something special.

 

 

Location

Superdrug Head Office,51 Sydenham Road,CROYDON,CR0 2EU

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By joining us, you will be part of More than just a health and beauty retail group. You’ll become part of an organisation which is well-recognised all over the world.

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