Director, Retail Operations And Customer Success

For over 50 years, Yurek has set the standard of pharmaceutical care in Southwestern Ontario. Headquartered in St. Thomas, Ontario, Yurek has three divisions in London and St. Thomas to meet our clients’ healthcare needs. Yurek Pharmacy & Home Healthcare supports clients’ retail pharmacy, mobility, healthcare, and other specialized needs. Yurek Mobility supports our clients with delivery, set-up, repair, and maintenance services for various home medical and mobility equipment options (including wheelchairs, power wheelchairs, and lifts) to keep them independent and on the move. Yurek Specialties Limited is a state-of-the-art processing facility in London, which features the latest equipment to support the processing, production, and delivery of medical supplies and infusion equipment, along with related supplies, to clients on contract with the Home and Community Care Support Services, South West.

We are currently looking for a Director, Retail Operations and Customer Success to join our our team.

Job Purpose:

The Director, Retail Operations & Customer Success is a seasoned leader and professional responsible for overseeing sales, profitability, customer satisfaction, and growth objectives across the Yurek business lines. They work cross-functionally to identify and execute upon new business opportunities. They are also the central point of contact into our Marketing provider to ensure awareness of our products and services is kept elevated in the communities we serve.

As the leader of the Retail teams, they will provide employee communication, training, and champion consistent excellence for all their direct reports. They will be both customer and growth focused to continue to allow Yurek to have a strong reputation and market share in the segments in which we serve.

Duties and Responsibilities include:

• Collaborate with the Marketing team on materials and advertising.
• Develop an industry awareness of competitor activities and new product lines.
• Provide strategic leadership to a team of Sales professionals and leaders.
• Introduce, lead, and support continuous improvement and learning initiatives to drive a culture of change and performance.
• Establish annual and multi-year goals and financial performance targets for the Retail function ensuring alignment to the Company Strategy
• Ensure successful execution of the functions goals through providing support, countermeasures, a strong Operating system, and coaching to achieve results.
• Liaise with Community partners, other Healthcare providers, Government agencies, Care Homes, and suppliers to build relationships to further business opportunities.
• Review reports and KPIs regularly (team and individual performance – sales, pipeline, close rates, TAT, customer satisfaction, productivity, safety) to ensure commitment and improvements are being met.
• Mentor, develop, and coach leadership and non-leadership personnel to ensure their own development and the success of their teams.
• Ensure adherence to all Health & Safety, Quality, Department, and HR policies and SOP’s.
• Be a beacon of the Yurek values; ensure awareness, adherence, and understanding of those values throughout the function.
• Develop and train individuals across the organization on the competencies and behaviors that lead to and demonstrate customer success.
• Serve as an escalation point for any customer or patient concerns.
• Monitor KPIs and other metrics for any performance variances and ensure proper, robust, and timely corrective actions.
• Other duties as assigned and required.
• Identify synergies across locations to improve the overall performance of a department.

Minimum Qualifications:

• Organized, self-starter, and a strong communicator.
• Experience in a healthcare retail or durable medical equipment environment (preferred)
• Comfortable using analytics and data to understand business trends.
• 10+ years leadership experience in a sales or business development role

Yurek has a very competitive compensation package and other perks including:

• RRSP Program with Employer contribution
• Opportunity to work in a medium sized family business that is growing quickly and expanding markets.
• Education Assistance Program for approved courses to upgrade knowledge/skills.
• Health/Dental/Life insurance benefits package, where the cost is employer subsidized.
• Opportunity to receive discretionary cash bonuses twice per year.
• Waived dispensing fees at pharmacy as well as being able to purchase all retail and home healthcare items at cost.

Qualified candidates who are ready to make a big impact to our team are invited to apply by emailing their resume [email protected]ASAP.

We thank all applicants for their interest, however, only those selected for an interview will be contacted. In accordance with Freedom of Information and Protection of Privacy Act, personal information will only be used for candidate selection. Yurek is committed to a barrier-free respectful, and accessible work environment. Upon individual request, Yurek will endeavour to remove any barrier to the hiring process to accommodate those candidates with disabilities. Please inform us should accommodation be required at any point in the recruitment and selection process.