EMEA Implementation & Onboarding Lead

Your Reformer; Normanton on Trent; On-site; GBP 40,000 - 60,000; Full time

Job summary

Your Reformer is seeking an organised Implementation Specialist to join the EMEA team. You will manage the customer journey from order through onboarding and installation, coordinating with logistics, digital, and commercial colleagues to ensure a seamless experience.

In this role you’ll own end-to-end order management via Shopify, manage invoicing and records, and drive onboarding with clients across Europe. Fluency in English is essential and cross-functional collaboration is encouraged.

Qualifications

• Experience in customer onboarding, implementation, operations, account management or similar B2B/commercial environment.
• Strong organisational skills and the ability to manage multiple accounts, deadlines and stakeholders at once.
• Excellent written and verbal communication skills, with confidence communicating directly with distributor partners and customers across EMEA.
• A strong attention to detail and a natural ability to spot when something isn't quite right.
• A process-oriented mindset, with experience creating, documenting or improving SOPs.
• Fluent English is essential; additional European languages are a bonus.

Responsibilities

• Own end-to-end order management through Shopify, ensuring orders are accurate and processed efficiently.
• Manage invoicing and purchase order processes in line with established procedures.
• Maintain accurate customer and account information across our commercial systems.
• Ensure HubSpot records and activity are kept up to date, providing clear visibility for the wider commercial team.
• Coordinate onboarding for Pilates Education clients across the EMEA region.
• Lead customer onboarding and training sessions for Your Reformer’s digital solutions.
• Coordinate digital installations and kiosk setups in partnership with our logistics and technical teams.
• Maintain proactive communication with customers throughout the implementation journey, setting expectations and ensuring issues are resolved quickly.
• Work closely with Tech Support and other internal teams to ensure customers are successfully set up from day one.
• Work closely with the logistics team to understand delivery, installation and implementation timelines.
• Be confident answering basic customer questions regarding logistics and knowing when an issue needs to be escalated.
• Coordinate across commercial, logistics, digital and technical teams to keep projects moving and ensure a smooth customer experience.
• Create, maintain and improve Standard Operating Procedures (SOPs) to ensure processes are consistent and scalable across EMEA.
• Identify opportunities to improve systems, workflows and processes.
• Contribute to a culture of continuous improvement across the commercial team.
• Communicate with customers and distributor partners in a way that reflects the Your Reformer brand.
• Develop strong product knowledge across our Pilates equipment, education and digital solutions.
• Stay informed on relevant Pilates and fitness industry trends to confidently engage with commercial customers.

Skills

Highly organised

Proactive

Systems-savvy

Excellent communication

Fluent English

Tools

Shopify

NetSuite

HubSpot

Kiosk Pro

Instructor Pro

Class Pro

Job description

Your Reformer is seeking an organised Implementation Specialist to join the EMEA team. You will manage the customer journey from order through onboarding and installation, coordinating with logistics, digital, and commercial colleagues to ensure a seamless experience.

In this role you’ll own end-to-end order management via Shopify, manage invoicing and records, and drive onboarding with clients across Europe. Fluency in English is essential and cross-functional collaboration is encouraged.