Company Overview
Durham Medical is a family- run business that has been locally owned and operated for over 40 years, proudly serving the Durham Region. Our dedicated and knowledgeable staff are committed to providing exceptional service and support to our clients, ensuring they find the right medical products to meet their needs.
Position Summary
The Medical Retail Store Manager is responsible for overseeing the day-to-day operations of both the retail locations, ensuring exceptional customer service, regulatory compliance, strong sales performance and efficient team leadership. This role balances retail management with healthcare-focused service, supporting patients, caregivers and healthcare professionals with medical equipment and supplies.
Key Responsibilities
1. Store operations
- Manage daily store operations including opening/closing, scheduling, inventory control and cash management
- Ensure store cleanliness, merchandising standards and product availability
- Oversee ordering, receiving and stock rotation of medical products and equipment
- Ensure accurate documentation for rentals, sales and returns.
2. Customer Service and Patient Care
- Deliver a high standard of customer service to patients, caregivers and healthcare professionals
- Handle complex customer needs with sensitivity, professionalism and confidentiality
- Resolve customer concerns and escalate issues when required
- Ensure compliance with privacy legislations
- Help when needed with third party billing and manage claim submissions in ADP, Greenshield etc
3. Sales and Business Performance
- Drive store sales and achieve monthly/annual revenue targets
- Monitor KPIs such as sales growth, margins and customer satisfaction
- Identify opportunities for product promotion, upselling and cross-selling
- Build relationships with referral sources such as therapists, clinics, hospitals and community partners
4. Team Leadership and Development
- Recruit, onboard, train and coach store staff
- Create staff schedules and manage time-off requests
- Conduct performance reviews and support ongoing employee development
- Foster a positive, compliant and client-focused workplace culture
5. Compliance and Safety
- Ensure compliance with healthcare regulations, company policies and accreditation standards
- Maintain health and safety standards in accordance with OHSA and ESA legislations
- Ensure proper handling, fitting and demonstration of medical equipment
- Maintain accurate records for audits and inspections
6. Administration and Reporting
- Complete sales, inventory and operational reports
- Ensure accurate documentation in point-of-sale and SAP systems
- Work closely with the Director of Operations and Accounts Receivables on day to day operations efficiencies and stores excellence
Qualifications and Experience
- 3-5 years of retail management experience (medical, pharmacy or healthcare retail preferred)
- Post-secondary education in business, healthcare administration or related fields is an asset
- Experience working in a regulated or healthcare environment preferred
- Strong understanding of retail operations, inventory management and sales performance
Skills and Competencies
- Strong leadership and people management skills
- Excellent communication and interpersonal abilities
- Customer-focused with empathy and professionalism
- Strong organizational and problem-solving skills
- Ability to manage sensitive situations with discretion
- Proficient in SAP Systems and Microsoft Office
Pay: $65,000.00-$78,000.00 per year
Benefits:
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
