Pharma Trust Program: Building Confidence in the Aisles

In a market where beauty and wellness are heavily influenced by social media and marketing noise, we built something different: trust at the shelf level.

Retail Operations

Specialised Retail

Personal Care

Brand Ambassadors

Context

MagnaPharm manages one of the most diverse pharmaceutical and personal care portfolios in Romania, competing in a category where consumer choices are often emotional, not informed. The local market is also shaped by unique beauty standards, with Eastern European consumers often favoring visible glamour and indulgent routines, unlike the minimalist aesthetics found in other markets.

In this crowded and culturally nuanced space, our task was to strengthen MagnaPharm’s brand presence while ensuring that product choices were made for the right reasons.

Connection Point

When every influencer claims to be an expert, real expertise becomes a luxury. We built our approach on a fundamental human bias: the trust in authority. People tend to believe those who clearly know what they’re talking about. That’s why we created a nationwide team of medical students: trained consultants who could offer credible, face-to-face guidance to shoppers right inside the pharmacy.

Solution

We launched the Pharma Trust Program, deploying 30 medical consultants across leading pharmacy chains like Sensiblu, Farmacia Tei, and Bebe Tei. Their mission wasn’t to sell, but to advise.

They listened, explained, and recommended solutions suited to each shopper’s needs. To underline their expertise, the consultants wore lightly branded uniforms inspired by medical coats, not promotional gear, a subtle but powerful design choice that reinforced credibility.
Recruitment was rigorous. Only candidates with both medical training and communication skills were selected. Each consultant was trained to maintain empathy, accuracy, and professionalism under the unpredictable pace of retail.

The results spoke for themselves: a 90% team retention rate, steady year-over-year sales growth, and a measurable lift in consumer confidence toward MagnaPharm’s products.
Eight years later, the partnership continues, proof that trust, once earned, becomes the most powerful sales tool of all.

Work

We make sure brands meet shoppers at their best, through smart execution and insight from thousands of in-store moments. See how we do it in our retail operations projects.