Implementation Specialist

Your Reformer; Hemel Hempstead; On-site; GBP 38,000 - 54,000; Full time

Job summary

Your Reformer in Hemel Hempstead is seeking an Implementation Specialist to support ordering, onboarding and digital implementations across the EMEA region. The role sits at the intersection of commercial, logistics, digital and customer teams, ensuring accurate orders, smooth onboarding and proactive communication.

You will work with distributors, customers and internal teams to optimize installations and ongoing account administration.

Qualifications

• Experience in customer onboarding, implementation, operations or account management in a B2B/commercial environment.
• Strong organizational skills with the ability to manage multiple accounts and deadlines.
• Excellent written and verbal communication with distributors and customers across EMEA.
• Attention to detail and a process-oriented mindset for SOPs and improvements.
• Capacity to work cross-functionally with commercial, logistics, digital and technical teams.
• Ability to work independently and take ownership to completion.

Responsibilities

• Own end-to-end order management through Shopify, ensuring accuracy and efficiency.
• Manage invoicing and purchase orders per established procedures.
• Maintain customer/account data across commercial systems and HubSpot.
• Coordinate onboarding for Pilates Education clients in the EMEA region and lead training sessions for digital solutions.
• Coordinate digital installations and kiosk setups with logistics/technical teams.
• Communicate proactively with customers to manage expectations and resolve issues quickly.
• Escalate issues when needed and support day-one setup with Tech Support.
• Collaborate with logistics to align delivery/installation timelines and provide updates.
• Create, maintain and improve SOPs for scalable processes across EMEA.

Skills

Highly organized

Proactive

Systems-savvy

B2B/commercial experience

Cross-functional collaboration

Fluent English

Tools

Shopify

NetSuite

HubSpot

Kiosk Pro

Instructor Pro

Class Pro

Job description

About Your Reformer

At Your Reformer, we’re transforming the way the world experiences Pilates. We’re a fast-growing global business, combining premium Pilates equipment, education and digital technology to help studios, instructors and fitness communities thrive. As we continue to scale across international markets, we’re looking for talented people who are excited to be part of building something global.

About the Role

We’re looking for an organised, commercially minded Implementation Specialist to join our EMEA team and play a key role in supporting some of our largest account networks across the region.

This is a highly operational and systems-focused role, sitting at the centre of our commercial, logistics, digital and customer teams. You’ll be responsible for coordinating the customer journey from order through to onboarding and installation, ensuring every detail is accurate, every stakeholder is aligned and our customers receive a seamless experience.

You’ll work closely with the Senior Business Account Manager – EMEA, distributor partners, customers and internal teams to manage orders, invoicing, onboarding, digital implementations and ongoing account administration.

If you’re someone who loves organisation, thrives on keeping multiple moving pieces on track, and enjoys improving the way things work, this could be the role for you.

What You’ll Be Doing

Order & Commercial Operations

• 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.

Customer Onboarding & Implementation

• 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.

Logistics & Cross-Functional Coordination

• 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.

Processes & Continuous Improvement

• 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.

Brand & Product

• 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.

What We’re Looking For

We’re looking for someone who is highly organised, proactive and systems-savvy, with a genuine ability to keep things moving in a fast-paced environment.

You’ll ideally bring

• Experience in customer onboarding, implementation, operations, account management or a 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.
• Confidence working cross-functionally with commercial, logistics, digital and technical teams.
• The ability to work independently, take ownership and proactively follow things through to completion.
• Strong systems capability and an aptitude for learning new platforms quickly.
• An interest in Pilates, fitness or the broader health and wellness industry is highly regarded.
• Fluent English is essential; additional European languages are a bonus.

The Systems You’ll Work With

You’ll be working across a range of systems and platforms, including:

• Shopify
• NetSuite
• HubSpot
• Kiosk Pro
• Instructor Pro
• Class Pro
• Internal logistics and operational systems

Experience with Shopify, NetSuite and HubSpot (or equivalent platforms) will be highly regarded.

Why Join Your Reformer?

You’ll be joining a growing global business where you’ll have the opportunity to make a real impact. This is a role for someone who enjoys being at the heart of the action - connecting people, systems and processes to make sure our customers have an exceptional experience.

You’ll work with a passionate, collaborative team, gain exposure to international markets and play an important role in supporting the continued growth of Your Reformer across EMEA.