Training Manager

Aliens Tattoo; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

A dynamic tattoo studio in Mumbai is searching for a Sales & Experience Training Manager. This pivotal role involves designing and implementing comprehensive training systems to ensure exceptional customer experience and sales performance. Responsibilities include developing structured training frameworks, leading training programs, and aligning training outcomes with business performance indicators. Ideal candidates will have 8–12 years of experience in retail sales training and a strong understanding of customer experience design. This is a full-time position located in Mumbai.

Qualifications

• 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.

Responsibilities

• Design and own the end-to-end training architecture across customer-facing roles.
• Develop structured frameworks for the complete customer journey and ensure consistency.
• Lead critical training programs like new employee onboarding and sales workshops.
• Align training outcomes with key business performance indicators for continuous improvement.
• Build a scalable trainer ecosystem and ensure training can scale across growing teams.

Skills

Training architecture and curriculum design

Sales coaching and consultation mastery

Process design and SOP development

Data-driven performance improvement

Stakeholder management and cross-functional coordination

Education

Graduate / MBA (Operations, Marketing, HR, or related fields)

Job description

Department: People, Culture & Performance

Reporting to: Leadership Team

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:

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
• Artists (customer interaction and consultation support)
• Leadership pipeline

Build structured, role-based, and level-based training journeys including:

• Skill progression paths
• Capability development modules

Ensure training programs are:

• 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:

• 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:

• Role‑play frameworks
• 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:

• Average ticket size
• SOP adherence

Continuously analyse performance data and redesign training programmes 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
• Future leaders as trainers

Ensure training capability can scale across:

• Growing teams without dependence on a single individual.

7. SOP, Process & System Design

Develop and maintain operational frameworks and SOPs for:

• 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:

• Skill adoption reviews
• 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.

• 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
• Data‑driven performance improvement
• Stakeholder management and cross‑functional coordination

Experience & 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)