- The Opportunity

Aliens Tattoo is the most recognised name in premium tattooing in India a ₹45 Cr brand with a credible line of sight to ₹500 Cr by 2030.

It is built across three businesses: a premium studio network scaling from 14 to 100 locations, India's largest tattoo school, and a growing home-

service line.

All three begin in the same place. Before anyone sits in a studio chair, walks into a classroom or books an artist at home, they call, message or chat with us. That front door is the Business Centre and it does far more than answer the phone.

It turns an inquiry into a consultation, and a consultation into a booking. It closes sales over phone and chat. It stays with the customer after the session the care call, the healed result, the feedback and it brings them back for the next piece.

Tattooing in India is still sold one artist at a time, through DMs and missed calls, with no pipeline behind it and no standard for how a customer is treated. Nobody has built a real customer engine for this craft one with a pipeline that doesn't leak, a standard that holds on every call, and a team that runs it without a hero in the room.

As the studios grow from 14 to 100, that engine has to grow ahead of them, not behind.

We're looking for the person who builds that. The Mandate

Build the engine that turns attention into revenue and first-time customers into lifelong ones, and run it as a business.

You will own the Business Centre end to end, across every Aliens business the pipeline, the revenue closed over phone and chat, the repeat business, and the cost of every conversation it takes to get there.

That means the whole commercial engine: the lead-to-consultation pipeline, the targets for every stage worked back from revenue, the scripts on the floor, and the diagnosis when a stage leaks.

It means the customer too: the standard every call and chat is held to, the escalation that gets closed rather than passed on, and the follow-up that turns a first tattoo into a relationship.

And it means the function itself: the rosters, the capacity plan, the numbers rhythm, the systems and SOPs that let it scale without depending on any one person.

You'll build the team that runs all of it hired by you, held to a bar you set.

You will report to the Founder, sit at the strategy table,



and own the part of the business every customer meets first.

- What you'll be doing

Own the Pipeline: Own the lead-to-consultation pipeline across all Aliens businesses, from first contact to consultation delivered. Improve conversion at every stage that sits under the Business Centre, and own its direct revenue line: bookings and sales closed over phone and chat. Set the Numbers: Set the targets for every stage leads, MQLs, calls, consultations worked backwards from revenue, annually and by month for each business, and published before each period starts. Build the scorecard and dashboard that show, every day, where the pipeline stands and where it leaks.

Turn a First Tattoo into a Lifetime: Build the retention engine: nurture journeys, rebooking triggers, upsell and win-back campaigns across calls and WhatsApp, run by the team as SOP. Set the targets for repeat rate, rebooking and upsell revenue, and grow each of them meaningfully on where they are today.

Hold the Standard: Set the customer experience standard for every Business Centre touchpoint calls, chats, booking, follow-ups benchmarked against the best in the world, not the best in the category. Run the quality loop every month, on every channel, so slips are caught and corrected inside the function.

Close Every Escalation: Own every complaint that arrives through Business

Centre channels: logged, answered within SLA, and driven to closure. Make sure every customer gets their care call and their experience call, every time.

Run the Floor: Own the daily operating rhythm: rosters, people and readiness on every channel. Run the numbers from daily floor metrics to month-end reporting, and make sure every variance carries an explanation and an action.

Be Ready Before It's Needed: Plan capacity volume, seats, hours, channel coverage ahead of the business's growth. Have protocols ready for outages, spikes and incident days before they happen.



Make sure every campaign from Marketing or Operations is briefed, scripted and staffed before it goes live.

Build Systems That Run Without You: Build the SOPs, frameworks, trackers and dashboards the Business Centre runs on, and design the structure — sub- teams, roles, roster model — for each stage of scale. Streamline what's sub-par,

document it, and get it adopted.

Build the Team: Hire to an A+ bar on every seat, ahead of the capacity plan. Coach as standing work so it shows up in the scores, build a training system and growth track for every role, and carry Aliens' values into every hire, review and correction.

- What we're looking for

We're looking for someone who has run a revenue-owning customer function, not just a call centre. Inside sales, consultation-led selling or customer experience in a premium consumer business where you owned the number and the customer, not a queue someone handed you. You are solid on both halves of this, and we mean both. The commercial half: pipelines, stage conversions, targets built back from revenue, scripts that close, campaigns that bring people back. And the experience half: a standard you'd defend to any customer, escalations handled calmly, audits that catch the slip before the customer does. Most leaders in this space are good at one of these. This role needs both, in the same person, in the same week.

You are highly data-driven. You've built the MIS, the scorecards and the dashboards yourself, you can diagnose a leak from the numbers, and you're quick with them in a room.

You know the difference between a top-class call and a mediocre one and you can teach it, script it and audit for it.

You build systems. You've written SOPs that teams actually run, designed a function's structure and roles, built it against a budget, and turned around a team that was underperforming. You'd rather prevent a fire than be good at fighting one.

You build teams. You can tell A, B and C players apart, you hire on merit, and you grow people until the function runs on their strength rather than your presence.

Most importantly, you understand that for a tattoo customer, the conversation before the needle is part of the experience and you want to make it the best one they've had.

📌 Director of Business Centre (Mumbai)
🏢 Aliens Tattoo
📍 Mumbai