Clinical Studio Manager

About Rowan:

At Rowan, we are all about making ear piercing experiences a celebration full of joy! Rowan is an innovative ear-piercing and hypoallergenic jewelry brand that brings safety to the forefront with our team of licensed nurses - and celebration to every customer with our joyful approach to piercings and jewelry. Our priority is to offer a fun, celebratory, and safe ear piercing experience for everyone. When we say piercing for all, we mean it. Everybody is invited to this ear party!

About This Role:

• The Clinical Studio Manager (CSM) pierces, oversees the daily operations of our ear piercing studio, ensuring the highest level of customer service, and maintaining a clean, safe, and welcoming environment. The ideal Clinical Studio Manager candidate will be a strong Rowan Nurse with a passion for retail, a commitment to safety and customer satisfaction, and an ability to drive sales and manage a team effectively. We are looking for an enthusiastic, customer-obsessed Clinical Studio Manager to join our team and oversee our Pearl Street studio location.

Key Responsibilities:

Piercing:

• Create magical and memorable customer experiences by combining top-notch clinical care with a celebratory atmosphere during each piercing session.
• Ensure customer's safety and comfort and smooth flow of customer care.
• Provide confident, clear, and professional communication with clients throughout their entire piercing experience.
• Educate customers on aftercare, promoting Rowan's After Care to support healing and ensure their well-being.
• Conduct a thorough ear evaluation to find the perfect earring placement and offer personalized styling advice.
• Maintain a sterile and aseptic environment at the nurse station and on the procedure tray, ensuring all surfaces, instruments, and supplies are clean and properly sanitized to prevent contamination and promote customer safety.
• Use your expert knowledge of skin care and infection control and prevention to provide professional and personalized piercing services.

Customer Experience:

• Create a warm, welcoming, celebratory atmosphere, greet and engage with customers.
• Customer-obsessed, working on the selling floor shoulder to shoulder with your teams, leading by example and delivering celebratory customer service, ensuring every customer enjoys a joyful and memorable ear piercing experience.
• Help customers and their friends and family choose and style their ears with Rowan jewelry.
• Handle customer inquiries, concerns, and complaints with professionalism and a focus on customer satisfaction.
• Maintain a clean, welcoming, and safe studio environment at all times.
• Engage with the local community to drive brand awareness, traffic and appointments.
• Create a comforting atmosphere for customers, easing their concerns to ensure a relaxed and confident piercing experience.
• Actively monitor the customer experience, quickly addressing and resolving any issues to maintain Rowan's clinical piercing standards.

Leadership + Team Management:

• Lead, coach, and develop a team of studio staff, including Nurse Piercers and Sales Associates, to ensure consistent delivery of exceptional customer service and adherence to Rowan’s Clinical Safety standards and protocols.
• Accountable for meeting Studio targets and overall performance, driving revenue growth and creating a performance-oriented culture by setting clear expectations and targets for the Studio team.
• Foster a positive and inclusive team culture that reflects Rowan’s values and mission, bringing out the best in the Studio team and helping all team members meet and exceed their goals.
• Schedule staff in partnership with District Manager within labor allocations to ensure optimal coverage while achieving payroll plans and audit for payroll accuracy, Manage time-off requests, and handle any staffing issues as they arise.
• Recruit for open studio positions.

Operations + Sales:

• Oversee all aspects inventory management, prioritizing Studio compliance to policies and standard operating procedures, while ensuring inventory control through POS accuracy and loss prevention measures.
• Meet or exceed individual and Studio sales targets and performance metrics, including average order value, revenue to target, and increasing LTV by effectively communicating the value of Rowan’s services and products to customers, converting piercing customers to non piercing jewelry customers, and coaching and helping team members achieve their targets as well.
• Drive sales and profitability by meeting or exceeding targets through optimized appointments, inventory sell-through, and ensuring proper daily team coverage to meet customer demand.
• Ensure all visual merchandising standards are met and that product presentation, displays and fixtures are reflective of brand guidelines and standards.
• Ensure compliance with all health and safety regulations, particularly regarding ear piercing procedures.
• Ensure the studio and selling floor are neat, clean, organized, and reflects the brand image at all times.
• Ensure all piercing stations, including the nurse cart, mayo stand, and nurse nook, are always stocked with the necessary supplies and ready for any customer needs.
• Ensure the safety and cleanliness of our services by sterilizing jewelry and needle piercing instruments.

Training + Development:

• Mentor and train new nurses to uphold Rowan's Clinical Piercing Standards, including shadowing piercing services and observing customer interactions.
• Train and onboard new staff members, ensuring they understand Rowan’s procedures, safety protocols, customer experience standards and product knowledge.
• Leverage coaching and feedback to continually develop a diverse Studio team.
• Provide ongoing training and development opportunities to staff to enhance their skills and knowledge.

Administrative Duties:

• Prepare and submit reports on studio performance, including sales, customer feedback, and operational opportunities.
• Ensure studio budgets, track expenses, and financial targets are met.
• Coordinate with corporate teams on marketing initiatives, product launches, and other company-wide activities.

What You Offer:

• Required Certifications: Active RN or LPN/LVN License.
• Proven experience in a retail management role for 3-5 years, preferably in a similar service-oriented environment. Jewelry experience a plus.
• Proven strong leadership skills with the ability to inspire, motivate and develop a team.
• Customer-obsessed, you love being on a selling floor with your team leading by example and delivering exceptional, memorable customer experiences.
• Proven track record of driving sales and optimizing store profitability.
• Excellent customer service skills with a passion for creating memorable experiences.
• Ability to work a flexible schedule, including weekends and holidays.
• Thrives in a fast-paced environment, able to adapt to multiple priorities while ensuring daily expected standards and financial goals are met.
• Comfortable using technology, software systems and POS.
• Deep understanding of retail operations, including inventory management and visual merchandising.
• Strong organizational and multitasking abilities.
• Knowledge of health and safety regulations, particularly related to piercing, is a plus.
• Excellent verbal and written communication skills.
• Proficient working in Google Suite (Calendar, Gmail, Sheets, and Documents).
• Analytical skills, including basic retail math, calculating inventory on-hands, tracking sales.
• The role involves tasks that may include climbing ladders, bending, lifting, pushing, and reaching above and below the waist. The ability to lift up to 25 pounds is required.
• Standing for a full 8-hour shift is a regular part of this role.
• We are committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of this job, provided that these accommodations do not create undue hardship for the company, impede job performance, or pose safety concerns.
• You make a commitment and stick to it!

Work Expectations:

• Full-time schedule: 5 full days per week.
• Weekend availability: 3 weekends per month.

Benefits + Perks:

• Annual Base Salary between $65,000 - $75,000. This role is eligible for the Studio Manager Monthly bonus program as well as earned tips!
• Paid accrued Vacation and Sick Time for full-time employees.
• Medical/Dental/Vision Health Plans for full time employees.
• Employee Assistance Program (EAP) Resources.
• 401k and Roth IRA Plans.
• Generous employee discounts on our amazing products and services!
• Team Member Referral Bonus plan for Studio positions.