Training Manager

Department: People, Culture & Performance

Reporting to: Leadership Team

Location: India (Central Role | Across All Studios & Business Centres)

Role Type: Strategic + Operational Leadership

Role 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 excellence

This 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 opportunities

Ideal 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 coordination

Experience & Qualification

812+ 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)