Department: People, Culture & PerformanceReporting to: Leadership TeamLocation: India (Central Role | Across All Studios & Business Centres)Role Type: Strategic + Operational LeadershipRole Purpose (Why This Role Exists) At Aliens Tattoo, training is not an HR activity. It is the engine that protects the brand, drives performance, and builds leaders. The Sales & Experience Training Manager is responsible for designing, building, and scaling a structured training and capability ecosystem that ensures every customer-facing role operates with:● Clarity● Confidence● Consistency● Conversion excellenceThis role bridges training, sales capability, and customer experience enablement, ensuring that Aliens can scale its teams without diluting brand standards, culture, or service quality. The role combines system design, curriculum development, and on-ground training delivery to ensure real behavioural change and measurable business impact. Key Responsibilities 1. Training Architecture & System Ownership Design and own the end-to-end training architecture across customer-facing roles including:● Sales teams● CES / Customer Delight teams● Studio Managers● Artists (customer interaction and consultation support)● Leadership pipeline Build structured, role-based, and level-based training journeys including:● Onboarding programs● Skill progression paths● Certification frameworks● Capability development modules Ensure training programs are:● Structured● Repeatable● Measurable● Scalable Training should function as a system, not a series of disconnected workshops.2. Sales & Customer Experience Framework Design Design and standardise the retail sales and consultation experience across all studios.Build structured frameworks for the complete customer journey: Lead → Consultation → Conversion → Service → Retention Define and document:● Consultation journeys● Sales conversation frameworks● Objection-handling systems● Customer experience rituals● Communication standards Ensure consistency of brand voice, premium experience, and conversion discipline across all customer touchpoints.3. Curriculum & Training Content Development Design and maintain high-quality training content including:● Training presentations● Facilitator guides● Role-play frameworks● Skill drills● Knowledge assessments● Certification programs Develop modular learning content that is practical, visual, and execution-friendly. Build and maintain a central knowledge repository for all training materials, SOPs, and playbooks.4. Training Delivery & Frontline Coaching Lead critical training programs across the organisation including:● New employee onboarding● Sales and consultation mastery training● Customer experience workshops● Studio Manager capability programs● Leadership and people-management training Conduct:● Role-play sessions● Live coaching● Shadow sessions● Feedback reviews Ensure that training leads to real behavioural change and improved execution on the floor.5. Performance-Linked Training Align training outcomes with key business performance indicators including:● Lead-to-consultation conversion● Consultation-to-tattoo conversion● Average ticket size● Customer satisfaction (NPS)● Repeat business● SOP adherence Continuously analyse performance data and redesign training programs when business metrics do not improve. Training success should be measured through performance improvement, not attendance.6. Trainer Ecosystem & Capability Scale Build and enable a scalable trainer ecosystem. Identify and develop:● Internal trainers● Studio-level facilitators● Master trainers● Future leaders as trainers Ensure training capability can scale across:● Multiple cities● New studio launches● Growing teams without dependence on a single individual.7. SOP, Process & System Design Develop and maintain operational frameworks and SOPs for:● Sales conversations● Consultation processes● Customer communication standards● Follow-up systems● Studio handovers Ensure alignment between:● People● Process● CRM systems● On-ground execution Continuously simplify and standardise processes to improve consistency and efficiency. 8. Governance, Audits & Continuous Improvement Ensure that training frameworks and processes are implemented consistently across locations. Conduct regular:● Behaviour audits● Skill adoption reviews● Studio observations● Consultation audits Identify systemic issues impacting conversion or customer experience and address them at the root. Training systems should continuously evolve as the business grows.Key Deliverables / KRAs● Consistent sales and consultation experience across all studios● Measurable improvement in conversion rates and ticket size● High certification coverage across Sales, CES, and Studio teams● Strong adoption of SOPs and experience frameworks● Reduced dependency on individuals through scalable training systems● Clear visibility into performance gaps and improvement opportunitiesIdeal Candidate Profile Core Capabilities● Strong systems and framework thinking● Deep understanding of retail sales psychology and consultation-based selling● Strong understanding of customer experience design● Ability to influence teams without formal authority● Comfortable operating in high-ownership, high-performance environments Skills & Competencies● Training architecture and curriculum design● Sales coaching and consultation mastery● Process design and SOP development● Customer experience design● CRM-driven sales environments● Data-driven performance improvement● Stakeholder management and cross-functional coordinationExperience & Qualification● 8–12+ years of experience in retail sales training, CX enablement, or capability development● Proven experience building training systems and frameworks from scratch● Experience designing and delivering sales and consultation training programs● Exposure to multi-location retail environments preferred● Experience managing trainers or capability teams is an advantage Graduate / MBA preferred (Operations, Marketing, HR, or related fields)
Job Title
Training Manager