Health Hub Advisor - Ficksburg

Dis-Chem Pharmacies has an exciting opportunity available for a Hub Advisor at our Ficksburg, Free State Store.

The Hub Advisor is the front-of-house concierge and ecosystem guide for Dis-Chem’s Store of the Future. Positioned at “The Hub”, the successful candidate will deliver human-led, digitally enabled customer service, supporting customers across the Dis-Chem ecosystem, including Better Rewards, Clinic, Cover, Dispensary and the Dis-Chem App.

This role is foundational to Dis-Chem’s ecosystem strategy, ensuring customers are welcomed, guided and seamlessly connected to the right services at the right time. With a 7-star hospitality mindset, the Hub Advisor removes friction from health and retail journeys, builds trust and elevates Dis-Chem from a traditional pharmacy retailer to an integrated health partner.

Acting as the front door to Better Rewards and the Store of the Future, the Hub Advisor ensures that digital innovation feels intuitive, supportive and human, helping customers confidently navigate their health journeys while reinforcing loyalty, adoption and long-term engagement.

Minimum Requirements

Essential:

• Matric. A tertiary qualification in Hospitality, Tourism, Customer Experience or Service Management will be advantageous.
• 5–8 years’ experience in premium customer-facing roles, preferably within:
  • Luxury hospitality (5–7 star hotels, airlines or cruise lines).
  • Concierge or guest experience environments.
  • High-end service industries.
• Demonstrated experience delivering exceptional, personalised customer experiences in high-touch environments.
• Strong comfort with technology, digital tools and customer-facing screens/apps.
• Experience supporting customers through complex journeys, including bookings, check-ins, payments and guidance.
• Retail experience is advantageous but not required; willingness to learn retail and healthcare environments is essential.

Advantageous:

• Exposure to loyalty programmes, memberships or service subscriptions.

Job Responsibilities

1. Customer Experience & Concierge Service

Deliver a premium, welcoming and personalised customer experience at the Hub, ensuring customers feel supported, confident and cared for throughout their journey.

• Create a calm, professional and hospitable first impression.
• Proactively identify customer needs and guide them to the appropriate service.
• Anticipate potential friction points and resolve issues in real time.

2. Ecosystem Navigation & Journey Orchestration

Act as the connector between ecosystem services by guiding customers seamlessly across Clinic, Cover, Dispensary and the Dis-Chem App.

• Direct customers to appropriate care pathways.
• Coordinate customer flow between waiting areas, clinical rooms and dispensary.
• Ensure continuity of care and clear handovers between services.

3. Better Rewards Enablement

Serve as the primary in-store champion for Better Rewards, driving adoption, understanding and value realisation.

• Support Better Rewards sign-ups and onboarding.
• Educate customers on programme benefits and usage.
• Use Better Rewards as a conversion lever into broader ecosystem services.

4. Digital Assistance & App Support

Support customers with digital touchpoints and self-service journeys while maintaining a human, reassuring presence.

• Assist customers with interactive digital screens and check-in journeys.
• Support Dis-Chem App downloads, onboarding and navigation.
• Bridge the gap between digital tools and customer confidence.

5. Front-of-House & Cross-Trained Service Support

Provide selected non-clinical service support at the Hub to ensure smooth store operations.

• Welcome and provide reception services for Clinic and Cover customers.
• Capture consent, payment details and basic customer information.
• Handle inbound store calls and route them appropriately.
• Capture customer feedback, compliments and service queries.

6. Feedback, Insight & Continuous Improvement

Capture customer insights and contribute to improving Store of the Future experiences.

• Log customer feedback and pain points.
• Identify opportunities to improve customer journeys, signage and processes.
• Actively participate in refining Hub operations and service standards.

Competencies

Essential:

• Understanding of customer experience principles and service excellence standards.
• Familiarity with digital customer journeys and app-based interactions.
• Basic understanding of loyalty programmes and membership models.
• Strong situational awareness with the ability to assess customer needs quickly and accurately.
• Ability to solve customer problems calmly and creatively in real time.
• Ability to think holistically about end-to-end customer journeys rather than individual interactions.
• Understanding of the role of customer experience and loyalty in driving retention and lifetime value.
• Ability to balance service quality with operational flow and efficiency.
• Appreciation of the commercial and brand impact of front-of-house interactions.
• Clear, warm and confident communication with diverse customers.
• Ability to explain digital and service concepts in simple, reassuring language.
• Professionalism when dealing with sensitive or health-related conversations.
• High emotional intelligence, empathy and patience.
• Ability to build trust quickly with customers and colleagues.
• Ability to work collaboratively with clinic staff, pharmacists and store teams.
• High standards of service, accuracy and professionalism.
• Strong attention to detail in customer interactions and data capture.
• Consistently upholds Dis-Chem service and brand standards.
• Effective time and energy management across multiple customer interactions.
• Ability to remain composed and solution-focused under pressure.
• Takes ownership of customer outcomes from start to finish.
• Leads by example through service excellence and professionalism.
• Acts as a role model for customer-centric behaviour in-store.
• Supports the onboarding and mentoring of new Hub Advisors.
• Thrives in a new and evolving Store of the Future environment.
• Learns quickly across retail, health, digital and loyalty domains.
• Adapts confidently to changing processes, tools and customer needs.

Special Conditions of Employment

• Retail-based role requiring in-store presence.
• Shift work aligned to store trading hours.
• South African citizen.
• MIE, no criminal record and clear credit rating.

Remuneration & Benefits

• Market-related salary.
• Medical aid.
• Provident fund.
• Staff account.

Important Information

ONLY SUCCESSFUL APPLICANTS WILL BE CONTACTED. IF YOU HAVE NOT BEEN CONTACTED WITHIN TWO WEEKS AFTER THE CLOSING DATE, PLEASE CONSIDER YOUR APPLICATION UNSUCCESSFUL.

Dis-Chem Pharmacies is an equal opportunity employer. Dis-Chem’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process, aligned to Dis-Chem’s Employment Equity & Transformation Strategy. Dis-Chem actively supports the recruitment of People with Disabilities.