About Reformer Collective Reformer Collective is a premium wellness destination for world-class reformer Pilates. We’re not simply offering classes – we’re curating experiences and shaping a new era of community-led wellness. At RC, every guest matters. Sales isn’t about transactions; it’s about trust, connection and building a community people want to return to. As the General Manager of Piccadilly, you’ll be the driving force behind both the studio’s operational excellence and its membership growth – ensuring the space thrives commercially, culturally, and experientially. Your Mission To lead the Piccadilly studio as a high-performing, community-driven flagship location. You’ll combine exceptional operational management with a proactive, relationship-led sales approach, ensuring the studio runs smoothly day-to-day while cultivating a strong, engaged and growing member base. You’ll guide guests from first visit to long-term advocate, while empowering your team to deliver RC’s signature premium experience. Key Responsibilities Studio Leadership & Operations Oversee daily studio operations to ensure a premium, seamless experience at all times. Manage and support front-of-house teams and instructors to deliver exceptional service. Maintain studio standards including cleanliness, ambience, scheduling, and brand presentation. Lead on staffing, rota planning, in-studio processes, and operational troubleshooting. Act as the point of escalation for guest feedback, ensuring swift and thoughtful resolution. Sales, Membership & Lead Conversion Deliver high-touch service to walk-ins, trials, enquiries, and corporate prospects. Convert leads through in-person consultations, phone follow-ups, CRM campaigns and relationship-building strategies. Take ownership of the full sales pipeline, ensuring clear tracking and consistent conversion against weekly and monthly targets. Ensure all first-time clients receive personalised support, guidance, and timely follow-up. Member Engagement & Retention Build meaningful relationships with new and existing members to drive loyalty and long-term retention. Partner closely with instructors to create a cohesive member journey aligned with RC values. Monitor member behaviour, proactively identifying at-risk members and implementing save strategies. Local Outreach, Partnerships & Community Growth Represent RC within the Piccadilly community and create brand presence at relevant wellness, lifestyle and local events. Build and nurture B2B and corporate partnerships that generate leads and strengthen RC’s local network. Lead creative local marketing initiatives that drive awareness, traffic and referrals. Performance, Reporting & Commercial Accountability Track KPIs across sales, membership, retention, utilisation, and studio performance. Report weekly on metrics, pipeline status, and studio performance to central leadership. Champion CRM accuracy, follow-up discipline, and strong data-driven decision making. Operate with high autonomy while ensuring alignment with RC’s commercial goals. Use insights to forecast needs, optimise schedules, and ensure strong class occupancy. You Bring A natural ability to connect with people and lead with warmth, confidence and emotional intelligence. Strong organisational skills and the ability to run a premium studio environment day-to-day. A background in premium fitness, wellness, hospitality or lifestyle brands. A proactive, commercially minded approach with a focus on results and relationships. Preferred Experience 2 years in a client-facing sales or operational management role, ideally in boutique fitness or premium hospitality. Experience leading or supporting teams in a high-end customer-facing environment. Confidence using CRM systems and digital tools to manage pipelines and track performance. Excellent communication skills across written, verbal and in-person interactions. What We Offer The opportunity to shape and lead one of London’s most exciting wellness studios. A supportive, ambitious and close-knit team with space to grow. Clear development pathways as RC expands across London and beyond. The chance to play a pivotal leadership role in a brand redefining the future of Pilates and wellness. The Right Fit? You’re personable, proactive, commercially minded and passionate about people. You thrive in a fast-paced premium environment, love building community, and take pride in running a beautiful, efficient, high-performing space. You lead by example, convert with care, and bring both structure and heart to everything you do.