Front Store Manager

Shoppers Drug Mart


The Front Store Manager (FSM) is responsible for managing the overall Front Store’s performance. The Front Store includes all areas of the store, including cosmetics, excluding Pharmacy. The Front Store Manager leads staff in providing excellent Front Store customer service, manages all process and procedures utilizing financial resources and ensures store objectives are achieved. Through training of employees, regular follow up and feedback, and leading by example. The Front Store Manager is expected to embrace all Shoppers Drug Mart Policies, procedures and standards. The Front Store Manager is responsible for achieving store objectives and targets, and is required to deal with and solve any and all problems that may arise.

Duties & Responsibilities


Maintains Store Standards to optimize customer experience, drive customer traffic, and positively impact store profitability

Works with Management Team to ensure Store Standards are in effect 100% of the time, including the backroom

Follows direction outlined on In-Store Web

Ensures products are in stock at all times, through proactive inventory planning, and utilization of best practices and established processes

Conducts daily store walk with the Assistant Front Store Manager or designate and provides direction when necessary

Manages labour scheduling and leverages Work Force Management (WFM) to maximize labour productivity

Ensures staffing levels are adequate to effectively operate the business

Manages Communications Binders and Store Boards to ensure awareness of all corporate and store events and ensures support of these initiatives

Reviews Customer Service Index (CSI) reports with Management Teams and develops action plans to address any customer issues or complaints

Adheres to established purchasing processes including all replenishment activities (eg. Regular replenishment seasonal and event purchasing)

Proactively monitors and minimizes the liability of discontinued inventory utilizing weekly reports to ensure the timely return of products to vendors being aware of all vendor return policies

Inventory control, ordering, receiving, price changes, damages and returns

Conducts competitive price checks for both grocery and other KPI products as requested

Implements new planograms and planogram adjustments, follows MMS standards

Maintains physical security activities as identified in the Store Standards

Physical Store/ Facility Management

Primary key holder and may be called to the store before, during or after business hours in the event of an emergency

Responsible for ensuring the safety of all customers and employees on store premises

Responsible for maintaining physical store image to corporate standards

Responsible for upkeep and repairs with Janitor, Property Management and scheduling repairs

Human Resources

Complies with Human Resources Standards

Hires and/or supports hiring for all departments, excluding Pharmacy

Maintains wage administration within SLPH guidelines

Effective management of schedules, absenteeism, FT-PT staffing ratio to maintain PC Optimum standards in store

Conducts probationary reviews for new hires and annual staff performance reviews

Manages staff performance through ongoing coaching, action planning, and follow-up

Provides staff orientation and specific position training utilizing SDMU, and in-store training programs where required

Promotes Employee Engagement Survey; motivates staff to participate in survey

Ensures Huddles are held twice a day and schedules Management Team meeting store meetings regularly

Manages conflict and ensures effective and timely resolution

Drives Blue Culture, engagement, and leads and motivates staff through leading by example and Core Values


Analyzes financial reports, identifies trends and addresses discrepancies between planned and actual through effective utilization of the FSM Monitoring Report

Meets period, quarterly and annual targets

Sets individual goals for departments to motivate employees and ensures goals are met

Develops and executes strategies to improve business efficiency at the store; follows up and monitors these strategies on an ongoing basis using established metrics and reporting (such as Micro-Strategy, Daily Metrics Tracker, FSM Monitoring report, MMS Reports)


Complies with all health and safety regulations

Complies with all store policies and procedures

Complies with food and safety guidelines

Complies with loss prevention policies and procedures and ensures they are executed throughout the store

Ensures the standards of housekeeping and image are maintained

Maintain confidentiality in all matters pertaining to Shoppers Drug Mart Franchised business and its operation

Perform other duties as assigned


Supports all non-pharmacy parties within the store

Provides direction under the guidance of Associate-Owner


Planning, Judgement and Decision Making

Planning and preparation for Inventory Management

Use judgment and decision making skills to control expenses

Provides effective leadership and ongoing mentorship and ensures development of all staff

Efficient time management skills

Able to prioritize activities quickly in response to changing initiatives

Effective organization and planning skills


Previous retail management experience (including responsibility for purchasing, Loss Prevention, as well as

  • inventory control and human resources and people management) for a minimum of 5 years Demonstrated ability to drive the business, lead by example and support corporate programs Works effectively with management team Superior interpersonal, coaching and communication skills Strong business and financial acumen Strong verbal and written communication skills Computer literacy Demonstrated commitment to providing exceptional customer service Strong relationship builder with key internal and external agencies WORKING CONDITIONS Ability to work flexible shifts which may include nights and weekends

Physical Requirements

Ability to lift up to 50 pounds

Ability to climb ladder

The above statement reflects the general details considered necessary to describe the principal functions and duties as required for proper evaluation of the job and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

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