Job Number: 20020899

Location: Dublin, OH

Date Posted: 9-6-2017

Job Title: Director, Retail & Merchandise Operations

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Function: Retail & Merchandise Operations Support (RMOS)

The Director of Retail & Merchandise Operations Support will be responsible for providing strategic direction and functional leadership across multiple disciplines including national retail sales support, retail field operations, space management/planogramming, point of sale data analysis and reporting, call center management and from time to time other projects and initiatives assigned by the VP of Consumer Health.

The Director will lead a team of 60+ associates with a dual focus of providing customer service and support to Cardinal’s Independent Retailer Pharmacies (3,000+ customers) and regional retail chains including leadership to the ROC group (retail operations consultants) as well as supporting Consumer Health’s Category Management organization across sales support, data analysis and reporting, client administration and call center management.

The Director will report to the VP of Consumer Health and actively partner with the Director of Category Management and the Director of Marketing to construct and execute departmental strategies focused on value added customer services that lead to profitable sales and market share growth.

Family: Consumer Health

Consumer Health is responsible for managing and executing the retail strategy for retail independents and regional customers. The strategy incorporates multiple retail disciplines including category management, marketing, pricing, digital and supply chain optimization. Consumer Health’s products cover a range of categories that promote improved health and wellness as well as management of both acute and chronic conditions. Success is driven by understanding and leveraging insights into customers, competition, products and technology that position Cardinal’s clients with competitive advantages to thrive in a highly competitive market.

Operational Management Role

  • Provides leadership to managers and experienced professional staff; may also manage front line supervisors
  • Manages an organizational budget
  • Develops and implements policies and procedures to achieve organizational goals
  • Assists in the development of functional strategy
  • Decisions have an extended impact on work processes, outcomes, and customers
  • Interacts with internal and/or external leaders, including senior management
  • Persuades others into agreement in sensitive situations while maintaining positive relationships
  • Leads a large team with functional responsibilities across a wide range of disciplines

Preferred Qualifications

  • Bachelor's degree required
  • MBA preferred
  • Minimum 3 years experience in managing direct reports
  • Six Sigma Black Belt preferred
  • Retail experience in retail operations or merchandising preferred
  • Experience in space management / planogramming a plus
  • Sales experience a plus

Functional Competencies Competency Level: Advanced

Analytical Thinking

Works to understand complex functional situations by paying attention to the details of the tasks at hand and by breaking them down into smaller pieces.

  • Leverages methods and approaches for data collection from other internal/external sources and best practices to address complex processes, situations or issues
  • Resolves unusual or extraordinary issues, modeling effective data synthesis and analysis skills so that others can learn them
  • Identifies sequences, interdependencies and relevance of information while making recommendations

Customer Experience

Ensures that clients have a positive experience; commits to meet or exceed client expectations.

  • Ensures that requirements of service level expectations or agreements are completely fulfilled
  • Develops and maintains relationships with customers; exceeds customers' expectations by relating the customer's business needs to relevant service offerings
  • Discovers additional services that customers may need through an understanding of customers' businesses and culture

Customer Expertise

Demonstrates deep expertise of supported client; collaborates with COE to identify the drivers leading to business success.

  • Utilizes knowledge of customers' offerings and marketplace trends and collaborates with others as necessary to suggest enhancements to business strategy and plans
  • Influences customers' tactical planning to prioritize business issues and achieve desired results
  • Leverages understanding of the synergies between functions to serve customer needs

Operational Excellence

Identifies opportunities to improve efficiency while providing flawless transactions and services; manages monetary assets and other resources to optimize cost effectiveness.

  • Reviews comprehensive reports to track resource utilization and identify broad patterns; makes recommendations to improve operational efficiency
  • Consistently seeks opportunities to implement process improvements that allow for flawless service levels
  • Fosters a positive work environment that promotes high quality service delivery; ensures that service level expectations and agreements are consistently met

Results Measurement and Commitment

Measures and evaluates the effectiveness of protocols, programs or deliverables; compares measurement results to standards and takes immediate action to close gaps identified.

  • Leads cross business team(s) to gather input on service efficiency and quality
  • Reviews measurement results to determine causes for any underperformance; provides direction in creating results standards
  • Analyzes the effectiveness of process changes; continually strives to close gaps between measured results and service expectations and agreements

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


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Meet Rebecca

The service that Cardinal Health delivers sets it apart from other companies. Cardinal Health is a one-stop shop. We provide great service and great products, at a great price. The most satisfying aspect of my work is that it is purpose driven. At the end of the day, I know that what I have done has impacted someone’s life.
Rebecca, Medical Coordinator – Midwest and Southeast Regions