Sales & Client Relations Lead

The Reformer Studio; West Bridgford; On-site; GBP 30,000 - 50,000; Full time

Benefits offered by this job

Competitive base salary

Performance-based bonus

Complimentary classes across all studios

Opportunity to shape sales function

Supportive team environment

Job summary

A rapidly growing fitness brand in West Bridgford is seeking a Sales & Client Relations Lead. The role is pivotal in driving sales growth and enhancing client experience across studios. Responsibilities include managing CRM performance, training teams on sales strategies, and ensuring premium client interactions. Candidates should have proven sales experience, exceptional communication skills, and a passion for client relations. The position offers a competitive salary and performance-based bonus, with opportunities for growth in a dynamic environment.

Qualifications

• Proven experience in a sales-focused role meeting targets.
• Strong CRM experience, preferably with Mindbody.
• Exceptional communication skills with a strong phone manner.

Responsibilities

• Drive membership growth and retention across studios.
• Manage sales leads and optimize CRM performance.
• Oversee client journey ensuring a premium experience.

Skills

Sales performance

Client relations

CRM management

Analytical skills

Communication skills

Proactive mindset

Understanding of buyer psychology

Tools

Mindbody

Job description

Full time (37.5 hours) - office based with studio presence (Midlands/Manchester travel required)

About the Reformer Studio

The Reformer Studio is one of the UK’s fastest-growing Reformer Pilates brands, with ten locations across the Midlands and Manchester, and we’ve doubled in size in just the last 12 months alone.

Since opening our first studio in 2019, we’ve grown not only in scale, but in influence. Through both our studios and our education platform, The School of Reform, we are actively shaping the future of the Pilates industry.

But what truly sets us apart is our community. We’re a close-knit, high-growth business built on creating premium, welcoming and inclusive spaces where every client feels supported, empowered and part of something bigger.

This new role sits at the heart of our next chapter: we’re building a brand, a movement, and a loyal community that continues to grow with us. As we step into this next phase of expansion, the right person will play a critical role in driving revenue, elevating the client experience, and helping The Reformer Studio continue to lead from the front.

The Role

We are seeking an experienced, commercially driven Sales & Client Relations Lead to drive and elevate our sales performance and client experience across the business.

This is a high-impact, revenue-driving role.

You will be responsible for:

• Driving membership growth and retention
• Managing and converting inbound and outbound leads
• Embedding a strong sales culture across Head Office and studios
• Overseeing CRM performance, reporting and optimisation
• Leading the development and training of our AI sales programme
• Working cross‑functionally with Marketing, People & Culture and Operations to drive business growth.

This role is predominantly office‑based, with regular time spent on the ground: in our studios, building relationships with clients, supporting teams, whilst ensuring our brand is consistently delivered at the highest level.

Key Responsibilities

• Own and drive all sales performance across The Reformer Studio
• Convert leads into memberships and long‑term clients
• Build and implement outbound sales strategies (calls, follow‑ups, retention & reactivation campaigns)
• Drive upselling across memberships, class packs and retail.

Lead Management & CRM

• Manage and optimise our CRM system (Mindbody and associated tools)
• Track, report and analyse sales data, KPIs and conversion rates
• Build structured sales pipelines and ensure all leads are followed through
• Create clear reporting for leadership on performance, opportunities and risks.
• Lead the implementation and ongoing optimisation of our AI communication tools
• Train and refine AI outputs to align with brand tone of voice and sales strategy
• Segment and personalise communication using DISC‑based and generational buyer psychology
• Continuously improve automation to enhance conversion and client experience.

Client Experience, Client Relations & Enquiry Management

• Oversee the full client journey from first enquiry through to long‑term retention, ensuring a seamless and premium experience at every touchpoint
• Set and uphold exceptional standards of communication across all platforms, maintaining a consistent, on‑brand tone of voice
• Ensure all inbound enquiries (phone, email, CRM) are treated as sales opportunities, confidently guiding clients towards the most suitable membership or package
• Support studios in delivering a consistent, high‑quality guest experience across all locations
• Gather and interpret client feedback, using insights to improve both experience and conversion.
• Work alongside the People, Culture & Development team to embed a strong sales mindset across the business
• Support instructors in their role as brand ambassadors and sales drivers
• Lead by example with energy, professionalism and accountability.
• Work closely with Marketing to align campaigns with sales objectives
• Ensure leads generated through marketing are effectively captured and converted
• Support local studio activations, events and partnerships to drive awareness and revenue
• Feed insights back into marketing strategy based on real‑time sales data.
• Regularly visit studios to connect with clients and teams
• Identify opportunities to improve conversion, retention and experience
• Act as a key representative of The Reformer Studio brand and values.

About You

You are a high‑performing sales professional who thrives in a fast‑paced, growth‑focused environment. You understand that sales is not just about numbers: it is about people, psychology and experience.

• Proven experience in a sales‑focused role with strong track record of hitting targets
• Exceptional phone manner and communication skills
• Strong CRM experience (Mindbody or similar preferred)
• Highly organised with strong reporting and analytical capability
• Commercially driven with a proactive, solution‑focused mindset
• Confident working both independently and as part of a team
• Full UK driving licence and willingness to travel between studios
• Experience within wellness, fitness or hospitality sectors
• Understanding of DISC profiling and generational buyer behaviour
• Experience working with AI‑driven communication or automation tools
• Passion for Pilates and alignment with The Reformer Studio brand and values.

What We Offer

• Competitive base salary + performance‑based bonus (OTE reflective of impact)
• Complimentary classes across all studios
• A key leading role within a fast‑growing, industry‑leading brand
• Opportunity to shape and lead the sales function of the business
• A dynamic, supportive and ambitious team environment.

Click here to apply: https://form.typeform.com/to/WPLXrJdD

The application process includes the submission of a CV alongside a short video answering why you are the best person for this role (3 mins max). All submissions should be via the link above.

The interview process will take place in two stages:

• The first stage will be a face‑to‑face interview at our Head Office in West Bridgford during the week commencing 4th May.
• If successful, this will be followed by a second interview during the week commencing 11th May, location TBC (either West Bridgford or Teams).