District Manager (DM)

Job Objectives
Responsible for operation and execution excellence within a district, including daily living, retail pharmacy, home care, clinics, specialty pharmacy, and other business units as appropriate. Facilitates and fosters a culture in which all Walgreens businesses form a cohesive team that supports overall business growth within a district and drives corporate initiatives. Provides coaching and guidance to Store Managers and Pharmacy Managers, driving employee engagement and increasing overall performance and developing future leaders. Ensures Store Managers and Pharmacy Managers have the appropriate resources to improve store sales, profitability and image through proper merchandising, protection of store assets, the selection, training and development of team members. Responsible for delivering high quality, distinctive and delightful customer experience across the district. Through high touch store
engagement and a deep understanding of the district, drives operational outcomes excellence across front end and pharmacy operations aligned with One Plan. Builds team effectiveness and collaboration by coaching and developing Store Managers and Pharmacy Managers. Employs situational awareness
to facilitate and create a culture of high engagement and performance, executing corporate initiatives in a district. Champions and owns customer/ patient experience, driving improvements and ensuring brand consistency and excellence of customer experience to improve overall district results.

Job Responsibilities/Tasks

• Customer Experience
  • Ensures excellence of customer service provided by team members within district. Offers feedback, training, and coaching, and develops action plans for improvement.
  • Shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).
  • Ensures the resolution of customer complaints for both pharmacy and front end and provides guidance on responses to customers’ special needs.
• Operations
  • Supervises assigned stores and visits stores on a routine basis. Leads district execution of key front end and pharmacy initiatives, partnering with DPR and HCS.
  • Drives operational excellence through collaboration with Store Managers and Pharmacy Managers.
  • Works with Store Managers in order to support their operational focus and drive the execution of market strategies at the store levels.
  • Provides recommendations on the optimization of merchandising and inventory to Director, Pharmacy and Retail Operations
  • Provides input on key merchandising needs, such as product assortment, promotional pricing, advertising programs and display execution. Makes recommendations to Director Pharmacy and Retail Operations to ensures in store execution and compliance of merchandising strategy.
  • Coaches Pharmacy Managers to drive executional excellence in pharmacy operations and supports pharmacy programs and initiatives and leverages tools to enforce compliance. Act as first point of contact for non-clinical pharmacy issues.
  • Develops and organizes community events, and builds relationships with key community organizations. Collaborates with Store Managers in community to drive community events.
  • Monitors and approves employee pay rates and increases.
  • Supervises management of operations of assigned locations including strict compliance with any and all applicable laws and regulations, including but not limited to the sale of Alcohol, Tobacco, Fresh Food and Pharmacy Products.
• Business Performance Management
  • Prepares for and attends area meetings.
  • Understands key metrics/ financials and provides input on profit/ loss and exceptions to inform district planning.
  • Directs Store Managers to contribute to the execution of plans to improve business performance.
  • Conducts regular update meetings with Store Managers to evaluate store/district level performance. Facilitates collaboration between Store Managers to share best practices.
• Business Planning
  • Executes on local healthcare strategy as developed by Director Pharmacy and Retail Operations and Healthcare Supervisor.
  • Executes on improvement plans for poor performing stores, in collaboration with the
    Director Pharmacy and Retail Operations.
• People & Performance Management
  • Executes against the area level recruitment strategy set forth by the Director Pharmacy & Retail Operations. Maintains pulse on pharmacy staffing needs and works with HCS to identify areas of need. Ensures sufficient staffing resources and controlled payroll expenses.
  • Focuses on coaching and developing Store Managers and Pharmacy Managers to drive employee engagement and increase performance, while protecting the capacity of direct reports and ensuring their ability to execute.
  • Identifies low performing Store Managers and ensures sufficient coaching and performance management.
  • Works with Human Resources Generalist to implement corporate training strategies to provide development support to team members.
  • Drives performance management process for Store Managers; Provides feedback on Pharmacy Manager review process to Store Manager.
  • Takes action on recommendations set forth by Employee Relations and Human Resources related to store team member performance issues.
  • Promotes teamwork and motivates team members by establishing expectations, tracking results, showing enthusiasm and sharing vision.
  • Ensures compliance with all corporate policies, applicable employment laws, and is consistently fair in the treatment of all team members.
  • Ensures compliance on non-clinical quality related events, up through coaching, training, resolution (inaccurate refill example), leveraging existing tools and working with the Healthcare Supervisor.
  • Champions and owns change at district level for new initiatives.
• Training & Personal Development
  • Participates in training and supports training efforts where necessary. Seeks opportunities to receive management and leadership training.
  • Seeks self-development by monitoring own performance, setting high personal standards, increasing knowledge of retail, pharmacy and management fields, seeking and sharing best practices.
• Communications
  • Cascades information from conference calls, area meetings, and corporate initiatives to direct and indirect reports. Reviews and cascades emails from Corporate and Regional Vice Presidents and Director, Pharmacy and Operations to Store Managers.
  • Reviews and cascades emails from Corporate and Regional Vice Presidents and Director, Pharmacy and Operations to Store Managers.
  • Communicates regularly with managers and team members through one-on-one discussions, group meetings as needed, and in writing to keep them apprised, solicit input, answer questions and ensuring communication is open.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits