Director, Strategy And Customer Success

Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.
Location:
243 Consumers Road, Toronto, Ontario, M2J 4W8
At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.
Why this role is important?
We are hiring a Director of Strategy and Customer Success; Central Pharmacy Services (CPS) is SDM's Innovative program to support the enterprise-wide retail pharmacy network in transforming pharmacy workflow through centralized support.
Reporting to the Senior Director of Central Pharmacy Services, you will be responsible for driving the customer facing strategy, defining the service enhancement roadmap and managing relationships with regional operations and stores for all CPS offerings nationally. This includes, leading strategic design sessions, hosting business reviews with key stakeholders, identifying and managing key workflow opportunities between CPS and stores, overseeing integration and onboarding of new services / stores and defining the solution roadmap that will enhance program and workflow performance.
What You'll Do:

• Other tasks as needed
• Support DMs and Rx Specialists to improve both store and CPS performance related to CPS programs to ensure full program benefits are attained
• Provide weekly reporting to the CPS leadership team in terms of store compliance with the program, issues and action plans for resolution
• Ensure proper policies and procedures are in place with stores for compliance with regulations
• Work with Pharmacy Store Operations teams to gain insights, identify opportunities inside of existing programs and execute improvements for overall program success.
• Oversee ongoing retraining and support to regional teams with any operational or roadmap concerns
• Oversee creation and distribution of all store facing communication / documentation
• Provide insights, reports and recommendations to CPS leadership that will be key inputs for the Associate Working Groups
• Support other special projects that may come up from time to time
• Garner input and alignment of store and regional operations teams and CPS leadership to roll out new services and programs for stores.
• Design and implement a real time customers feedback module that will support CPS in delivering the highest level of support and service excellence to stores.
• Coordinate regular business reviews with VPs and DMs to review store success as it relates to CPS programs

What You’ll Need:

• Highly organized, able to prioritize effectively and work independently in a fast-paced environment
• Strong communication skills, comfortable presenting to large groups
• Strong work ethic with a passion for detail and accuracy
• Must have 3-5 years’ experience in project related work and analytics with a focus on Excel & PowerPoint or equivalent experience
• Ability to travel
• Must have 3-5 years’ experience in retail pharmacy operations, workflow and knowledge of HealthWATCH
• Registered Pharmacist
• Strong time management skills and problem-solving skills
• Proficiency in MS Excel, Word, PowerPoint is essential

Why work at Shoppers Drug Mart?
Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy .
Take ownership of your work and find more ways to care about your work, co-workers, customers and community.
How You’ll Succeed:
At Shoppers Drug Mart Inc. , we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.
If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.
Employment Type:
Full time
Type of Role:
Regular
Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
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