Job Description

The Local Choice (TLC) requires a Field Service Manager at the Delmas Head Office. The purpose of the role is to develop and implement TLC field service operational plans and ensure identified franchise business is
maintained. Build sustainable relationships with franchise team and drive competitive advantage and market
share through compliance and driver competitive advantage and market share.
Minimum Requirements
Essential:

• Grade 12 / Matric or Senior Certificate
• Degree in Sales/Marketing/Operations
• 5 - 8 years experience in a similar environment

Advantageous:

• Relevant Postgraduate Diploma
• Experience in managing a team and pharmacy background

Job Specification
Field Service Management:

• 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. * Effectively manage field service issues, stock management and merchandising requirements for all
franchisees. * Maintain accurate database on all debtors and ensure plans are executed at store level by the field
service advisors. * Manage feedback reports from field service advisors to Operations manager.
Field Service Operations:

• 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.

• 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.

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

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

• Recommend improvements and implement new processes and programs where necessary.

Marketing:

• Implement all TLC franchisee marketing and advertising campaigns at store level, in conjunction with the Marketing Department.

• Conduct marketing campaigns and effectively communicate these campaigns to ensure that franchisees are aware of the campaigns.

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

• Ensure store staff is trained and able to sell/market the assigned campaign.

Project Management:

• 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.

• 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.
Financial Management:

• 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.
Stakeholder Management:

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

• 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.

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

Team Management:

• Assess and manage the team to continually improve processes and outcomes.

• Promote a robust culture of accountability, innovation, and performance management across the

customer care department, whilst modelling the companys values.

• Set objectives for the team and track on the progress.

• Take full responsibility for performance of all direct reports, motivating and managing them in relation

to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people
management.

• Ensure staff are trained and know how to use all department equipment in the correct manner and

adheres to the appropriate use of the equipment.
Reporting:

• Analyse and monitor monthly store performance reports and propose solutions.

• Compile in-depth reports and analyses regarding Red Store Tracker progress and interventions.

• Compile monthly reports to Retail Operations Manager on all The Local Choice pharmacies.

Competencies...
Essential:

• Sound knowledge of field service processes and procedures
• Computer skills Microsoft Office: Word, Excel, PowerPoint, Outlook
• Cognitive skills
• Business acumen
• Quality orientation
• Excellent communication skills
• Interpersonal skills
• Quality orientation
• Leadership & management skills

Special conditions of employment:

• Be able to adapt to working hours according to business needs
• Be able to work any shift i.e., day, weekends, and holidays as per business requirements
• South African Citizen
• MIE, clear criminal and credit
• Drivers license and own reliable transport

Remuneration and benefits:

• Market-related salary
• Medical aid
• Provident fund
• Staff account

ONLY SUCCESSFUL APPLICANTS WILL BE CONTACTED. IF YOU HAVEN`T BEEN CONTACTED WITHIN TWO WEEKS AFTER THE CLOSING DATE CONSIDER YOUR APPLICATION AS UNSUCCESSFUL.
Dis-Chem Pharmacies is an equal opportunity employer. Dis-Chems approved Employment Equity Plan and targets will be considered as part of the recruitment process aligned to Dis-Chems Employment Equity & Transformation Strategy. Dis-Chem actively supports the recruitment of People with Disabilities.

Skills Required