Ironbuzz Vision:
Ironbuzz envisions to be a premier boutique tattoo studio that delivers conceptual art to every client, and ensures customer satisfaction through strong team presence, morale, and creativity.
Goals of Job:
1. Oversee and ensure the consistent and exceptional quality of the daily customer experience.
2. Achieve Ironbuzz standard of health and hygiene in/of the studio.
About the role:
The Customer Experience Manager ensures every client walking into Ironbuzz feels welcome, guided, and cared for. This role sits at the center of the studio — coordinating between clients, artists, the front desk, and the Director. Their success will be measured by conversion rate of inquiries, client satisfaction, and smooth studio operations. The Customer Experience Manager is the team leader for the customer experience function.
Role Level: Mid-level Management
Reports to: Director
Manages: Artists and Customer Experience Executive (Front Desk/Inventory/Floor).
Responsibilities:
Customer Experience & Appointment Handling
- Manage end-to-end incoming enquiries (DMs, WhatsApp, calls, walk-ins).
- Consult clients on the tattoo process, timelines, pricing upsell where required.
- Build weekly appointment plans with artists and share daily schedules.
- Ensure all bookings, reschedules, or cancellations follow SOP
- Train the Customer Experience Executive on the Ironbuzz brand voice (tone and style of speaking).
- Be updated on the Tattoo Enquiry Process (from interest to booking) and the Consultative Method of Sale.
- Ensure the team is adhering to call scripts and response templates when required.
Floor & Experience Management
- Ensure clients are welcomed, made comfortable, and guided.
- Support the Director during cultural / event days.
- Oversee the daily operations managed by the Customer Experience Executive, ensuring tasks like bookings and walk-in flow are smooth.
- Act as the point of contact for customer escalations and resolve issues that the Executive cannot handle, demonstrating problem-solving in the moment.
- Be aware of the day-to-day administrative issues like team member leaves/half days as per studio policy.
Coordination & Upskilling
- Train the Customer Experience Executive on tone, scripts, CRM logging, follow-ups.
- Push structured follow-ups on enquiries to improve conversion.
- Ensure timely closure of pending enquiries.
- Be an active part of the feedback sessions: keep artists/team, café team, and event partners aligned.
CRM & Revenue Tracking
- Maintain the inquiry and booking tracker daily and synchronize it with the updates of the customer experience executive.
- Review conversion data daily with the Director - conversion rates, missed leads, and follow-ups (as part of the Director's weekly review)
- Collect post-appointment feedback and google reviews.
- Conduct at least 1-2 calls/DMs with customers per week to track customer satisfaction and stay connected to the ground. Ensure relevant reward is given to customer.
- Review and support the optimization of the sales funnel from initial inquiry to final retention (inquiries → conversions → aftercare → review → retention).
Document Creation
● Support the Director and core team for building of SOPs for:
○ Inquiry handling and conversion
○ Event & collaboration structure
○ Tattoo operations & scheduling
○ Brand communication consistency
Decision making
● Leaves and half days of team members and artists as per policy of the studio in the absence of the director but in consultation with them.
● Pricing of tattoos as per the built decision-making tree for tattoo pricing for clients based on the training provided by the director.
Job Types: Full-time, Fresher
Pay: From ₹30,000.00 per month
Work Location: In person
