Hannah Symons

When the Pharmacist Retail Manager left on maternity leave in May 2021, I was offered the role of Retail Manager, in addition to my stock control duties. In this role I shouldered the responsibility of managing the 26 staff employed at the store. In particular, I was responsible for maintaining a high standard of customer service and sales across all staff. I identified key areas for improvement, and worked to coach staff in improving their sales techniques.

I have successfully navigated work cover claims, performance management of under performing staff and disciplinary meetings, staff mental health issues and a rapidly changing work environment as a product of the Covid-19 pandemic.

During this time I have also successfully maintained the stock control processes and brand compliance with a score still holding steady at 99%, and a 100% strike rate for all KPIs for the past 2 years.

In 2019 I was asked to transfer to the flagship Good Price store to take on the Stock Control role there. I was to join a strong management team, and help bring this store up to the highest standard.

As with Capalaba, the store compliance score was lagging around the low 70% mark. Within a single cycle I brought the store to 96%, achieving 99% the following cycle, and maintaining that score ever since

Managing the stock in this store is challenging, with it’s >$10million turnover and 4000 skus, however I was still able to effectively manage the stock throughout the Covid-19 pandemic, minimising out of stocks and helping to secure a significant profit increase.

I was also able to demonstrate my ability to accurately read the market during promotional periods. My planning and execution of these promotions (Christmas etc) meant significantly increased sales compared to previous years, with a sell through rate of more than 80%, which drastically reduced the amount of stock to be cleared following the promotion.

During this time I also assisted in coordinating the transition to a different point of sale system. This was executed during opening hours, with no loss of data, missed invoices or payments, zero customer disruption and no sales lost.

• Maintained awareness of industry best practices in stock control and inventory management, incorporating relevant ideas into company procedures for continuous improvement efforts.
• Maintained detailed records of all stock movements, providing valuable data for decision-making purposes.
• Enhanced inventory accuracy by conducting thorough stock audits and addressing discrepancies promptly.
• Determined and performed appropriate adjustments of authorized stock levels.
• Handled stock return claims from customers promptly and professionally, maintaining positive relationships while minimizing financial impact on the company.
• Supported sales team by ensuring product availability, contributing to higher customer satisfaction rates.
• Reduced instances of stock shortages by maintaining close communication with suppliers and closely monitoring demand trends.
• Developed optimal replenishment strategies based on historical sales trends and anticipated demand fluctuations due to seasonal factors or promotional activities.
• Maintained effective team member communication.
• Answered customer questions and provided detailed product information.

• In this role I learned how to effectively manage a team to achieve a common goal
• In particular, to raise the store brand compliance (%) from mid-60s to high 90s, something I achieved within the first 2 cycles (quarters)
• I maintained this high score for the duration I held this position
• I also had to navigate the integration of the new e-commerce platform that was operating as a seperate business, yet supplied with stock from this store
• This presented a significant number of operational challenges
• During my time in this role I established a reputation as a high performing and competent stock controller
• I was often called upon by other stores to assist them, and also assisted the Operations teams at the Support Office to test and review a number of stock control procedures
• My feedback ultimately led to the revision and refinement of many procedures, and resulted in increased efficiency across the group.

As dispensary technician in this store, my primary role was to assist the pharmacists with dispensing, stock management and Webster packing.

As one of the strongest sales assistants, I also spend a good portion of my time out in the store with customers in addition to my dispensary duties.

• In this role I worked with the Category Management team as a database administrator
• My primary duties were dealing with enquiries and problems from stores, maintaining and updating the database systems on a daily basis, including daily pricing updates, and entering new products
• Although this job taught me many valuable skills, the repetitive nature of the work, the restrictiveness of the office and lack of interpersonal contact led me to decide that this was not the role for me
• At my 6 month review, I opted to transfer to a store and return to my previous role as a dispensary technician

This position was my entry into the workforce. During my time at this store I completed my Certificate II and III in Community Pharmacy, whilst learning the principles of customer service and sales upon which I have built my entire career.

• Pharmacy Warehouse, Employee of the Year