Role Overview:

As a Store Business Owner (SBO), you will be responsible for the complete ownership and performance of the assigned Zeno Health store.

The SBO is expected to operate the store like a business owner owning sales, profitability, customer experience, inventory, compliance, people productivity and overall store performance.

This role is ideal for a Senior Pharmacist / experienced retail pharmacy professional who wants to move beyond dispensing medicines and take ownership of a complete business unit.

Key Responsibilities

1. Business & Sales Ownership

- Own the overall sales, revenue and profitability of the store.
- Achieve and exceed monthly and quarterly business targets.
- Drive prescription sales, OTC sales, wellness and other relevant categories.
- Identify opportunities to increase average bill value, customer frequency and repeat purchases.
- Monitor daily sales performance and take corrective actions to achieve targets.
- Analyse store performance and identify gaps and growth opportunities.
- Drive local initiatives to increase store footfall and customer conversion.
- Ensure effective execution of company campaigns, promotions and offers.

1. Customer Experience & Retention

- Create a solid customer-first culture within the store.
- Build long-term relationships with customers and patients.
- Ensure accurate, timely and courteous service to every customer.
- Resolve customer complaints and ensure timely closure.
- Understand customer needs and recommend appropriate OTC/wellness products within professional and regulatory boundaries.
- Track repeat customers and identify opportunities to improve customer retention.
- Build trust with customers through strong pharmaceutical knowledge and service.

1. Store Operations





- Own the complete day-to-day operations of the store.
- Ensure smooth opening, closing and shift operations.
- Ensure proper billing, cash handling and daily reconciliation.
- Maintain store hygiene, discipline, visual merchandising and operational standards.
- Ensure all SOPs and company processes are followed consistently.
- Coordinate with central teams such as Supply Chain, Category, Finance, HR and Operations whenever required.

1. Inventory & Stock Management

- Own store inventory and ensure optimum stock availability.
- Monitor fast-moving, slow-moving and non-moving inventory.
- Minimise stock-outs and ensure availability of critical medicines.
- Control expiry, near-expiry and damaged stock.
- Reduce inventory losses, pilferage and stock discrepancies.
- Ensure accurate inwarding, storage and movement of inventory.
- Maintain optimum inventory levels based on store demand and sales patterns.
- Take ownership of stock audits and closure of discrepancies.

1. People Management

- Lead, coach and develop the store team.
- Plan manpower and ensure adequate staffing as per business requirements.
- Allocate daily responsibilities and monitor individual productivity.
- Conduct regular team huddles and performance discussions.
- Set clear expectations around sales, customer service and operational performance.
- Identify capability gaps and coach team members.
- Build a positive, accountable and high-performance culture.




- Manage attendance, punctuality, discipline and employee engagement.
- Identify high-potential employees and prepare them for future leadership roles.

1. Pharmacist & Regulatory Compliance

- Ensure all pharmacy operations comply with applicable laws, regulations and company SOPs.
- Ensure prescriptions are checked and medicines are dispensed accurately.
- Ensure appropriate documentation and records are maintained.
- Ensure proper handling and storage of medicines.
- Monitor expiry dates, batch numbers and controlled/regulated medicines as applicable.
- Maintain confidentiality of customer/patient information.
- Ensure all required pharmacy licences, registrations and compliance requirements are maintained at the store.

1. Data & Performance Management

- Track and review daily KPIs including:

- Sales

- Gross margin

- Average bill value

- Customer footfall

- Conversion

- Repeat customers

- Prescription sales

- OTC/wellness sales

- Stock availability

- Inventory ageing

- Expiry

- Shrinkage

- Team productivity

- Customer complaints
- Use data to identify problems and implement corrective actions.
- Prepare action plans for underperforming KPIs.
- Review store performance with the Area/Cluster Manager regularly.

1. Ownership & Problem Solving

- Take complete accountability for store performance.
- Identify operational and business problems proactively rather than waiting for escalation.
- Make data-driven decisions within the defined authority framework.
- Coordinate with relevant stakeholders to solve store-level issues.
- Demonstrate urgency, ownership and bias for action.
- Ensure commitments are followed through to closure.

📌 Walk-in || Store Business Manager (Mumbai)
🏢 Workcell Solutions
📍 Mumbai