Pharmacy Sales Manager – Roles & Responsibilities

At Family Pharmacy, the Pharmacy Sales Manager plays a pivotal role in achieving our annual sales vision, ensuring profitability, and driving branch performance. This role combines leadership, operational oversight, and customer relationship management to ensure excellence across all pharmacy branches.

Primary Role

• Lead and motivate the sales team to achieve company goals and individual performance targets.

• Report directly to the Operations Manager and work closely with senior management to align strategies.

• Drive innovation and implement strategies to achieve year-on-year sales growth and profitability.

Sales & Profitability

• Set annual sales and profit goals and break them down into branch-wise and staff-wise monthly targets.

• Monitor daily sales entries, branch performance, and individual staff achievements.

• Review sales results regularly and adjust targets or strategies as needed.

• Actively contribute to promotions, product pushes, and market strategies to ensure continuous growth.

Purchase & Inventory Oversight

• Define annual purchase targets for branches and the central store.

• Monitor daily purchases, procurement, and stock levels to meet targets and maintain profitability.

• Ensure timely and efficient supply of medicines and products to all branches.

• Work closely with purchase and warehouse teams to optimize costs and maximize margins.

Branch Operations & Inspections

• Conduct regular visits to branches as per schedule.

• Review sales, stock, staff performance, compliance, and maintenance during each visit.

• Submit inspection and daily reports to the Operations Manager for review.

• Ensure pharmacies maintain MOH compliance, proper documentation, and cleanliness.

Staff Leadership & Development

• Set monthly sales targets for each salesperson and branch.

• Assess performance, implement corrective measures, and recommend staff shifts if required.

• Verify overtime sheets, monitor attendance, and resolve staff complaints or concerns.

• Conduct training programs on product knowledge, sales techniques, and customer care.

• Evaluate staff quarterly and annually, recognizing best performers and addressing gaps.

Customer & Doctor Relations

• Build strong relationships with loyal customers to enhance trust and brand loyalty.

• Ensure medicines are arranged for customers promptly, even in urgent cases.

• Maintain professional rapport with supporting doctors through regular clinic visits.

• Collaborate with doctors on product recommendations to boost sales and profitability.

Communication & Reporting

• Conduct weekly sales meetings with branch managers to review progress and strategies.

• Prepare monthly sales reviews and quarterly evaluation reports.

• Communicate regularly with HR and Accounts on staffing, payroll, and financial matters.

• Ensure prompt response to branch calls, customer needs, and operational issues.

Compliance & Professional Standards

• Enforce adherence to company rules, policies, and regulatory requirements.

• Monitor for proper invoice issuance and prevent irregularities or non-compliance.

• Uphold discipline, punctuality, and professionalism across all branches.

Maintenance Oversight

• Record and address maintenance issues reported by branches.

• Coordinate with technicians or external service providers for timely resolution.

• Verify maintenance bills before forwarding them to Accounts.

Branch Manager – Roles & Responsibilities

At Family Pharmacy Group (FPG), the Branch Manager is the key leader responsible for overseeing branch operations, ensuring compliance with regulatory requirements, and maintaining smooth coordination between staff, management, and government authorities. This position represents the company’s face at the branch level and requires strong leadership, organizational, and communication skills.

Key Responsibilities

1. Support Work-Flow Management

• Collaborate closely with the Work-Flow Manager (WFM) to ensure efficient operations.

• Understand the Work-Flow program in detail and monitor adherence to its parameters.

• Report negligence or non-compliance to the Sales Manager while maintaining professional communication with the WFM.

2. Government & Regulatory Compliance

• Ensure the branch is always equipped with valid documents and present them accurately to inspectors.

• Familiarize yourself with ministry requirements and the location of all compliance files.

• Seek Arabic language assistance when needed and sign ministry documents only after confirmation.

• Coordinate with designated compliance contacts for support during inspections.

3. Branch Performance & Liaison with Head Office

• Regularly update the Sales, Operations, and Finance Managers on branch performance and challenges.

• Identify issues with staff cooperation, behavior, or conflict and work with HR to resolve them.

• Proactively suggest corrective measures to improve branch efficiency and customer service.

• Monitor external factors (e.g., road closures, new competitors, potential locations) and report opportunities or risks to the Sales Manager.

4. Leadership & Staff Guidance

• Promote teamwork and a positive work environment within the branch.

• Encourage staff cooperation and guide employees to align with company policies and customer service standards.

• Act as the first point of escalation for staff issues before reporting to HR or management.

Expectations of a Branch Manager

• Serve as the company’s representative for all legal, regulatory, and operational matters of the branch.

• Demonstrate proactive leadership, integrity, and accountability in decision-making.

• Ensure compliance with all Family Pharmacy policies, programs, and systems.

• Maintain professionalism when dealing with staff, customers, and external stakeholders.

Registered Pharmacist – Roles & Responsibilities

At Family Pharmacy, we pride ourselves on delivering exceptional healthcare services with professionalism and care. As a Registered Pharmacist, you will play a central role in ensuring accurate dispensing, patient safety, and smooth pharmacy operations.

Key Responsibilities

Pharmacy Operations & Workflow

• Oversee the day-to-day management of the pharmacy and assigned registers.

• Ensure seamless operations and workflow throughout each shift.

Dispensing & Patient Care

• Accurately dispense medications with appropriate counseling and guidance to patients.

• Address customer queries, feedback, and complaints promptly and professionally.

​​​​​​​Customer Service Excellence

• Ensure every customer receives a solution for their healthcare needs.

• Represent Family Pharmacy as a one-stop destination for pharmacy and healthcare requirements.

Inventory & Purchase Coordination

• Record and maintain the customer enquiry form for out-of-stock and new items.

• Liaise daily with the Purchase Department to ensure medicines and products are available on time.

Sales & Promotions

• Contribute to daily sales, including in-house promotions and liquidation of near-expiry items.

• Support colleagues by sharing product knowledge and providing guidance to boost sales.

Professional Conduct & Teamwork

• Maintain patience, empathy, and effective communication with customers and team members.

• Adhere to company policies, pharmacy regulations, and licensing requirements.

• Collaborate with buyers, store managers, and logistics teams to ensure smooth supply flow.

Cash & Insurance Handling

• Manage cash transactions and insurance billing with accuracy.

• Provide a clear handover to the next pharmacist on duty.

• Take accountability for any discrepancies during shift hours.

Communication & Reporting

• Respond to official communications promptly and keep pharmacy staff updated.

• Maintain accurate reports of daily activities and shift performance.

• Update the Pharmacy Manager on achievements and unresolved issues.

Compliance & Standards

• Report any unauthorized disclosure of pharmacy sales or illegal practices.

• Ensure proper issuance of invoices to avoid financial or legal complications.

• Work in alignment with retail operations to maintain compliance and efficiency.

Professional Appearance & Cleanliness

• Present a professional image with proper attire, pharmacist coat, and name tag.

• Guide support staff to maintain pharmacy cleanliness and orderliness.

Meetings & Management Interaction

• Attend and actively participate in management meetings.

• Take initiative in handling additional responsibilities when needed.

Punctuality & Discipline

• Report on duty on time and notify concerned departments of unavoidable delays.

• Refrain from personal mobile phone usage during duty hours.

Pharmacy Assistant – Roles & Responsibilities

At Family Pharmacy, we are committed to providing exceptional service and care to our patients. As a Pharmacy Assistant, you will play a vital role in supporting our licensed pharmacists and ensuring smooth day-to-day operations.

Key Responsibilities

• Assist licensed pharmacists in preparing and dispensing medications, including counting, labeling, pricing, and compounding.

• Support patients by providing accurate information about their prescriptions and answering basic queries under pharmacist supervision.

• Handle administrative tasks such as processing prescription orders, answering phone calls, operating the cash register, and managing billing.

• Maintain and update patient records, prescription logs, and other documentation in compliance with company and regulatory standards.

• Liaise with healthcare providers and patients to confirm prescription details and ensure accuracy.

• Manage inventory by conducting stock checks, receiving and shelving supplies, pricing items, rotating stock, and placing orders as directed.

• Process sales transactions for both prescription and over-the-counter products.

• Assist in sorting and organizing packages through the pharmacy system.

• Ensure the pharmacy is always clean, organized, and compliant with safety and health standards.