Client Experience Manager

Job Description: Studio Manager – Aliens TattooLocation: Malad West,Mumbai 400064.Compensation: ₹40,000 – ₹55,000 per month (based on candidate’s capability, experience, and interview performance)About UsAliens Tattoo is a high-energy, fast-growing premium tattoo studio chain valued at $20M. With 16+studios across India and a dynamic team of 160+ professionals based in Mumbai, we are redefining tattoo artistry with innovation, creativity, and a commitment to excellence. Our culture thrives on openness, integrity, personal growth, and continuous learning.We are looking for a smart, dynamic, and charismatic individual with proven expertise in sales andcustomer service.The ideal candidate will have relevant experience in a customer-facing role, preferably within sales or any service-driven industry, and possess strong communication and interpersonal skills.Role OverviewThe Studio Manager is a dynamic, motivated, and experienced professional responsible for leading the studio to operational and financial excellence while ensuring an immersive, premium customer experience.This role blends sales leadership, operational management, and team mentorship, with the ultimate goal of upholding Aliens Tattoo’s brand standards and driving business growth. The Studio Manager will oversee day-to-day operations, lead artists and coordinators, maintain P&L accountability, ensure exceptional hygiene and ambiance, and foster a culture of creativity, professionalism, and high performance.Key Responsibilities1. Sales & Revenue Growth - Achieve and exceed monthly revenue targets for the studio. - Convert consultations and walk-in leads into confirmed bookings with a strong focus on upselling premium designs, services, and aftercare products. - Maintain a lead-to-booking conversion rate in line with company benchmarks. - Coordinate with the HQ sales, contact centre, and marketing teams for lead follow-ups and promotional activities. - Track and report sales metrics daily; identify and act on opportunities to improve results. - Develop and implement local sales strategies and brand collaborations to increase visibility and attract new customers.2. Customer Experience Excellence - Deliver a personalised, premium, and immersive customer journey from consultation to aftercare. - Conduct and manage both in-studio and virtual consultations with the design team and clients. - Ensure all customers receive timely aftercare follow-ups, encouraging repeat visits. - Handle customer feedback, resolve complaints professionally, and escalate issues when necessary. - Maintain a studio ambiance consistent with Aliens Tattoo’s brand vibe—vibrant, welcoming, and professional.3. Studio Operations Management - Oversee all day-to-day operations, including appointment scheduling, artist allocation, and adherence to hygiene & safety protocols. - Open and close the studio per SOP, ensuring all operational checklists are completed. - Maintain cleanliness, music, lighting, and branding elements as per brand guidelines. - Monitor and manage inventory—request supplies, track usage, and control costs. - Manage petty cash, expense reporting, and ensure accurate daily reconciliation of cash, card, and UPI payments. - Ensure all operations comply with health, safety, and legal regulations, including data protection4. Team Leadership & Development - Supervise and mentor artists, coordinators, and support staff, ensuring high morale and performance. - Create and manage shift schedules to ensure optimal staff coverage. - Conduct daily briefings to align the team on bookings, targets, and special requirements. - Facilitate skill development training sessions for artists and coordinators, including sales techniques, hygiene standards, and customer service excellence. - Foster a positive, inclusive, and collaborative work environment that reflects the company’s culture. - Address team conflicts promptly and maintain a healthy, respectful work atmosphere5. Financial & Data Management - Manage and monitor the studio P&L, ensuring profitability through cost control and revenue growth. - Prepare budgets, track variances, and implement corrective actions when necessary. - Maintain accurate CRM records for leads, consultations, and customer history. - Provide daily, weekly, and monthly reports to the reporting manager on sales, operations, and customer satisfaction metrics. Key Skills & Competencies - Strong sales and negotiation skills with a proven track record of meeting targets. - Excellent communication and interpersonal skills. - Leadership and people management abilities with a motivational approach. - Strong problem-solving and conflict resolution skills. - Organised, detail-oriented, and able to multitask effectively. - Customer-first mindset with the ability to create memorable experiences. - Proficiency in CRM tools and comfort with data-driven decision-making.Qualifications & Experience - 2–4 years in retail sales, operations, or a premium/luxury customer-facing role. - Experience managing a team in a fast-paced, service driven environment. - Basic understanding of inventory and finance management. - Track record of delivering revenue growth and high customer satisfaction.Performance KPIs - Monthly revenue achievement vs target. - Lead-to-booking conversion rate. - Customer satisfaction & feedback scores. - Timeliness of design delivery. - Inventory accuracy and cost control. - Adherence to brand SOPs and hygiene standards.