The Role

To manage the Pharmasource and OstomySource retail sales and customer service function, with responsibility for driving revenue growth, supporting margin improvement, and delivering an excellent customer experience. The role develops and executes sales strategies to grow market share across independent and group pharmacies, while overseeing customer service performance, insights, reporting, and day to day commercial operations.

Key Outcomes

1. Sales Strategy & Revenue Growth
•   Develop and execute retail sales strategies to achieve revenue and margin targets.
•   Expand market share among independent and group pharmacies.
•   Monitor performance against KPIs and adjust tactics as needed.
•   Support pricing strategies and margin improvement initiatives.
•   Manage the commercial pipeline, forecasting, and performance tracking to ensure delivery of sales targets.
•   Collaborate with Marketing on promotional activity, campaigns, and product visibility
•   Identify market opportunities, customer segments, and product growth areas to support business expansion.

2. Customer Service Leadership
• Lead the customer service function to deliver high quality service across all retail channels.
• Establish and monitor service KPIs, ensuring continuous improvement in customer satisfaction and operational efficiency.

3. Team Leadership & People Management
•   Work with team lead to implement clear objectives, KPIs, and performance management systems across the team.
•   Ensure meaningful performance reviews are completed, goals are tracked, and succession planning is in place for all team members through coaching and development strategies.
•   Support the team by ensuring training, product knowledge, and customer service development are continually provided to maintain a best in class service experience.
•   Communicate all relevant management updates, business priorities, and operational changes clearly to the team.
•   Foster a culture built on empowerment, trust, accountability, and ownership of tasks.
•   Promote collaboration between sales, customer service, supply chain, and procurement through strong communication and role modelling.

4. Cross-Functional Collaboration
•   Work closely with Supply Chain, Marketing, Finance, Quality, IT, Procurement, and Operations to deliver a cohesive commercial and customer experience.
•   Support new products, pricing reviews, and process changes.
•   Represent the retail division in cross functional forums, townhalls and strategic initiatives.

5. Procurement & Stock Management
•   Work closely with the Strategic Procurement Manager and Supply Chain Planners to ensure stock is managed efficiently, with optimal availability to meet customer demand at all times.
•   Monitor stock levels, supplier performance, and demand trends, providing commercial insights to support purchasing decisions and mitigate supply risks.
•   Support continuous improvement in inventory management processes to reduce backorders, minimise waste, and improve service levels.

6. Reporting & Insights
• Deliver regular performance reports on sales, service metrics, and market trends.
• Identify opportunities for growth and operational efficiency through data analysis.

Key Skills & Experiences

Strong commercial acumen with experience in sales strategy, pipeline management, and margin optimisation.
Excellent people leadership skills with a track record of developing and coaching teams.
Customer focused mindset with experience in customer service management.
Strong analytical and reporting skills; able to use data to drive decisions.
Effective communicator with the ability to influence cross functionally.
Highly organised with strong operational and process management capabilities.
Ability to work in a fast paced, evolving environment.
Experience in a commercial, sales, or account management role (retail pharmacy desirable).
Experience managing sales and customer service teams is strongly preferred.
Demonstrated ability to drive revenue and improve service performance.
Experience engaging with procurement, supply chain, and vendor management teams is beneficial.
Strong understanding of retail operations and market dynamics.

Uniphar – Who we are

With a workforce of more than 3000 employees spread across Ireland, United Kingdom, Mainland Europe, MENA, and the USA, Uniphar is a trusted global partner to pharma and MedTech manufacturers, working to improve patient access to medicines around the world. Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our highly expert teams. Uniphar is organised into three key divisions: Supply Chain Retail & On Demand, Uniphar Med Tech and Uniphar Pharma.

Supply Chain & Retail

Supply Chain Services provides both pre-wholesale and wholesale distribution of pharmaceutical, healthcare and animal health products to pharmacies and hospital nationwide. The business supports a diverse customer base through the provision of strong service levels coupled with innovative commercial initiatives. In addition, the business provides services and supports that help independent community pharmacy to compete more effectively in an increasingly difficult environment and runs a network of Uniphar-owned pharmacies under the Life, Allcare, McCauleys and Hickeys symbol brands.

Pharma – On Demand

The On-Demand business is a specialist medical supply business that sources and distributes pharmaceuticals, medical equipment, and consumable supplies to healthcare professionals in over 160 countries worldwide. We have offices in Ireland, the UK, Europe, the USA, and New Zealand. The company’s main divisions encompass everything from International Sales through Sales to NGO’s and Charities, Clinical Trials Supply, Imported (Unlicensed Medicines), Sexual Health Supplies, and the storage and distribution of medical products and devices for third parties.

Click here to find out more: About Us - Who we are | Uniphar

Culture at Uniphar

Uniphar is a combination of many businesses, each with its own identity, culture, values, and ways of working. Our overarching culture narrative is inclusive of each of these stores. Uniphar lives and breathes four key pillars that unpin and support our culture.

We have a people-first approach - we do the right thing. We support entrepreneurial spirit where adaptability, commitment & resilience are embodied in our way of working. We have a Common Purpose that connects our diversified businesses and people. Finally, Trust is at the heart of how we operate.

Everything Uniphar does is enabled by our people, and as we continue to grow domestically and internationally, we become more diverse. This diversity fuels our business and culture.

Sustainability

Sustainability is at the core of what we do and is deeply embedded in our business strategy. We want to contribute positively to the people and the world around us. Sustainably running our business ensures that Uniphar will continue to prosper in the long term. We are focused on ensuring that each of the five pillars of our sustainability strategy is a fundamental part of our decision-making process.

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Commercial Manager Retail - Pharmasource and Ostomysource

Job Description