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…