EMEA Implementation & Onboarding Specialist

Your Reformer; Bradley Stoke; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

Your Reformer in the United Kingdom is seeking an Implementation Specialist to join our EMEA team. This highly operational role coordinates the customer journey from order through onboarding and installation, ensuring accuracy and alignment across stakeholders.

You will work with Senior Business Account Manager, distributors, customers and internal teams to manage orders, invoicing, onboarding, digital implementations and ongoing account administration.

Qualifications

• Experience in customer onboarding, implementation or B2B operations.
• Ability to manage multiple accounts and stakeholders across regions.
• Excellent written and verbal communication with partners.
• Detail-oriented with a process-driven mindset and SOPs experience.
• Proven ability to document or improve workflows.

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 SOPs to ensure processes are consistent 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 Pilates and fitness trends to engage with commercial customers.

Skills

Highly organised

Proactive

Systems-savvy

Account management

Cross-functional collaboration

Communication

Ownership

Tools

Shopify

NetSuite

HubSpot

Kiosk Pro

Instructor Pro

Class Pro

Job description

Your Reformer in the United Kingdom is seeking an Implementation Specialist to join our EMEA team. This highly operational role coordinates the customer journey from order through onboarding and installation, ensuring accuracy and alignment across stakeholders.

You will work with Senior Business Account Manager, distributors, customers and internal teams to manage orders, invoicing, onboarding, digital implementations and ongoing account administration.