Regional General Manager

The Regional General Manager (RGM) oversees multiple districts across their assigned region, playing a pivotal role in scaling Rowan’s retail operations and driving business performance. This leader is responsible for developing and supporting District Managers (DMs) to ensure consistent execution of Rowan’s sales, customer experience, and operational standards.

The Regional General Manager (RGM) reports directly to the Chief Revenue Officer (CRO) and collaborates closely with cross-functional teams to drive sales, enhance operational efficiency, and ensure studio teams are well-trained, engaged, and performing at a high level.This role requires a strategic, growth-focused mindset while also maintaining a hands-on leadership approach—actively engaging in studio visits, team development, and operational execution. As part of a small, high-impact leadership team of 3-5 members, the RGM plays a key role in overseeing and optimizing field operations.

The ideal candidate has a strong background in multi-unit leadership, retail operations, and people management. They thrive in high-growth, customer-focused environments, with a proven ability to scale businesses, build strong teams, and drive profitability. 

This role requires extensive travel (up to 75%) within the assigned region.

• Leadership and Team Development:
• Lead, mentor, and develop District Managers (DMs), ensuring they effectively manage their respective studios and drive business results.

• Set clear expectations and provide ongoing coaching, training, and performance management.
• Create a culture of accountability, excellence, and collaboration while ensuring alignment with Rowan’s company values.
• Support recruitment, hiring, and retention efforts to build and maintain strong studio teams.
• Prioritize challenged districts with targeted coaching and support to improve performance and reduce turnover.
• Act as a resource for managers when dealing with complex employee issues, offering advice and support to ensure issues are handled in line with company policies and values.
• Monitor the handling of employee issues across studios to ensure consistency and adherence to Rowan's standards.
• Operational Excellence:
• Oversee day-to-day operations across multiple districts, ensuring compliance with Rowan’s operational policies, SOPs, and brand standards.
• Partner with DM’s to ensure studio staffing and scheduling SOP’s are being managed properly to optimize performance.
• Conduct regular studio visits to assess performance, provide coaching, and ensure execution of operational strategies.
• Partner with DMs to implement and optimize store processes to drive efficiency and elevate customer experience.
• Validate and track studios’ progress through Dashboard Checklists and take appropriate action.
• Review and analyze regional KPIs, including sales performance, payroll management, and inventory shrink.
• Ensure each district manager is fully equipped with all inventory management tools from receiving processes to managing damages processes to meet monthly and quarterly inventory goals.
• Ensure each district is prepared for compliance audits, visual merchandising rollouts, and promotional events.
• Sales + Profitability:
• Drive sales growth and profitability by setting clear regional and district-level goals, monitoring progress, and implementing strategies for continuous improvement.
• Work closely with DMs and Studio Managers to optimize sales floor execution, inventory flow, and labor scheduling.
• Ensure proper execution of pricing, promotions, and merchandising standards in collaboration with the corporate team.
• Identify levers such as marketing events, clienteling initiatives, and brand collaborations to drive incremental sales.
• Monitor regional financial performance, manage budgets, and ensure cost control strategies are in place.
• Customer Experience:
• Ensure that every Rowan studio delivers a joyful, high-touch customer experience aligned with Rowan’s mission and values.
• Ensure quality control over the customer experience by equipping studio teams with the training necessary to deliver exceptional piercing services and customer care. This includes maintaining Rowan’s sterile piercing protocols, reinforcing the healthcare standards that define our approach to safe and professional piercings.
• Champion a customer-obsessed culture, ensuring quick and effective resolution of escalated customer concerns.
• Communication + Collaboration:
• Serve as the key liaison between corporate leadership and regional field teams, ensuring seamless communication of company-wide initiatives.
• Partner with HR, Finance, Inventory, and Marketing teams to align regional goals with company objectives.
• Report regularly on regional performance, successes, and opportunities for improvement to corporate leadership.
• Ensure District Managers and Studio Managers are equipped with the tools and resources they need to execute Rowan’s mission successfully.
• Strategic Planning + Growth Initiatives:
• Contribute insights on market trends, customer behaviors, and operational efficiencies to drive regional business strategy.
• Assist in opening new studios within the region, including staffing, training, and operational setup.
• Support Rowan’s scaling initiatives by identifying opportunities for process improvements, new market expansion, and operational enhancements.

• 7–10 years of experience in multi-unit retail leadership, overseeing 50+ locations, ideally within a high-growth, service oriented business.  
• Proven track record of driving sales, profitability, and operational excellence across multiple locations.
• Strong leadership and coaching skills, with experience managing and developing high-performing teams.
• Excellent communication and collaboration skills, with the ability to influence and align teams across multiple levels.
• Highly data-driven, with the ability to analyze key business metrics and implement actionable strategies.
• Hands-on leadership style—comfortable being on the sales floor, working alongside teams, and leading by example.
• Ability to thrive in a fast-paced, evolving environment with a strong ability to problem-solve and pivot quickly.
• Deep understanding of retail operations, including inventory management, labor optimization, and compliance standards.
• Passion for customer experience, service-based businesses, and building strong team culture. 
• Proficiency in Google Suite (Sheets, Docs, Calendar, Gmail) and experience with retail analytics tools.
• Ability to travel frequently (up to 75%) within the assigned region.

• Competitive salary + bonus structure based on regional performance
• Medical, Dental, and Vision plans for full-time employees
• Paid Vacation + Sick Time
• 401(k) & Roth IRA plans
• Generous employee discounts on Rowan products + services
• Team Member Referral Bonus for studio positions
• Ongoing training and career development opportunities