The future Group Head of Retail (m/f/d) will ensure the execution of SYNLAB’s Group strategy and the implementation of Group standards, enabling efficient growth in key countries. Based on all aspects of a “brick and mortar” model, this role focuses on coaching, consulting, challenging, supporting, and providing guidance to the country Heads of Retail and CCOs. The scope includes enhancing the in-store customer journey and experience, covering aspects such as productivity, efficiency, customer satisfaction, location, physical setup, digital integration, cross- and up-selling, and overall performance. The position involves interfacing with marketing, operations, IT, and D2C teams. The Group Head of Retail reports directly to the Group Head of Commercial and Marketing.
- Ensure the execution of Group strategy and the implementation of Group standards
- Coach, consult, challenge, support, and provide guidance to country Heads of Retail and CCOs
- Enhance the in-store customer journey and experience, focusing on productivity, efficiency, customer satisfaction, location, physical setup, and digital integration
- Drive cross- and up-selling initiatives to boost performance
- Monitor and analyse key performance indicators (KPIs) such as Net Promoter Score (NPS), staff performance, growth, budget adherence, forecasting accuracy, and customer waiting times
- Promote and supervise customer-focused initiatives (e.g., customer surveys, customer profiling) to align retail activities with customer expectations
- Foster a culture of customer centricity and continuous improvement
- Interface with marketing, operations, IT, and D2C teams to ensure cohesive strategy execution
- Facilitate the sharing of best practices and resources across the organization
- Ensure smooth and efficient reporting and information flow across organizational hierarchies
- Master’s degree in business administration or another discipline
- A minimum of seven years of relevant experience in a retail business model. Regional or Global roles is a plus.
- Knowledge and experience of healthcare services is a plus
- Flexibility and agility, possibly developed in a consulting environment, specialized in retail services
- Decision-making and risk assessment abilities
- A proven track record in driving and managing change
- High degree of results-orientation and drive to achieve goals and objectives in an international matrix structure
- Ability to influence without gearing disciplinary levers
- Interpersonal communication, emotional intelligence, context sensitivity
- Strong abilities in a customer-centric business model, in innovation and project management
- Fluency in English is a must. Good knowledge of the Italian, the Spanish and/or the French language would be a plus
- Readiness to travel (approximately 3-4 days per week including trips to Munich)
In Italia, SYNLAB rappresenta il più vasto gruppo di diagnostica integrata e il primo interlocutore nei servizi di diagnostica di laboratorio per molti specialisti e laboratori clienti.
Siamo presenti in 8 Regioni (Veneto, Friuli Venezia Giulia, Lombardia, Toscana, Emilia-Romagna, Liguria, Lazio e Campania) con i nostri 9 Laboratori, oltre 300 Punti Prelievo e 80 Medical Center. Abbiamo un fatturato di oltre € 300 milioni, effettuiamo 40 milioni di analisi di laboratorio e 1,5 milioni di prestazioni poliambulatoriali all'anno, grazie ai 2.000 dipendenti e 2.000 liberi professionisti che collaborano con noi.
La nostra Mission: fornire informazioni diagnostiche utili per una vita sana e per il benessere di tutti.
La nostra Vision: una leadership conquistata attraverso l’eccellenza del servizio a favore delle persone e della comunità medica, con una diagnostica di altissima qualità.
I nostri Valori: passione, responsabilità e customer centricity.
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