Sales and Service Manager

24 Hour Fitness USA•Springfield, NJ

About The Position

The Sales and Service Manager (SSM) ensures the club delivers an outstanding, well-rounded sales and service experience to guests and members by offering membership, fitness, and retail products and services. The SSM hires and develops team members who build relationships, communicate the value of 24 Hour Fitness offerings, and focus on member acquisition and retention. The role reviews processes and team effectiveness, drives guest and member engagement, and meets sales revenue goals. The SSM leads the Sales and Service team, manages its performance and schedule, and is accountable for department targets including new-member sales, fitness revenue, retail, and retention. The position drives sales activity, develops and reviews business plans and sales results with the General Manager, coordinates local marketing, manages leads, and supports onboarding new members with plans aligned to their health and wellness goals. The SSM partners with the General Manager and Personal Training team to provide a member-centric experience, support fitness initiatives, maintain a clean and welcoming club, promote fitness offerings, and resolve member concerns. The position reports to the General Manager, and Sales and Service Experts and Sales and Service Associates report to the SSM. The role is eligible for the Club Team Bonus Plan and Fitness Sales and Membership Sales Commission Plans.

Requirements

High school diploma or GED.
Current CPR and AED certifications from an approved organization.
Positive and productive leadership skills, including motivating, coaching, and communicating with diverse groups.
Strong member-centric focus and comfort engaging with members in person.
Professional response to requests and inquiries from guests, members, and team members.
Strong organizational skills to execute and prioritize multiple tasks.
Ability to work in a club office and move about club floors and rooms.
Ability to occasionally demonstrate or explain physical fitness activities, techniques, and procedures.
Ability to communicate with members by telephone.
Ability to access and operate company computer systems, prepare documents, enter data, and read and interpret general and financial reports from databases or email.
Ability to work around moving mechanical parts and in a loud environment.
Ability to work a varied schedule, including frequent extended workdays, weekends, and holidays as business needs require.
Prior management experience in the service sales industry leading 4–10 employees is preferred in the posting’s qualifications section.
1–2 years of service sales experience is preferred in the posting’s qualifications section.

Nice To Haves

Bachelor’s degree.
Prior management experience in the service sales industry leading 4–10 employees.
1–2 years of experience in service sales.
Fitness industry experience.

Responsibilities

Hire, train, and continuously develop Sales and Service team members.
Lead team members in offering products and services tailored to members’ individual needs, and model relationship-building and effective product and service recommendations.
Assess, coach, and provide feedback to team members; oversee ongoing training and share relevant industry updates.
Manage the performance, engagement, and personnel matters of Sales and Service team members.
Manage team schedules within budgeted hours to provide adequate coverage for members and guests.
Meet department targets, including new-member sales, fitness revenue, retail, and member retention.
Drive club sales, including new memberships, EFT, point-of-sale fitness packages, retail, and other club-specific offerings.
Develop business plans and review weekly sales figures and club statistics with the General Manager; adjust execution strategies to address revenue gaps.
Set monthly, weekly, and daily sales goals for Sales and Service team members.
Develop, execute, and coordinate local club marketing activities; manage leads to generate new business.
Maintain awareness of marketing campaigns and communicate them to members and prospective members.
Ensure new members are onboarded with plans to support their health and wellness goals.
Achieve or exceed personal and team sales goals.
Partner with the General Manager to provide a member-centric experience tailored to guest and member needs.
Lead by example in providing a clean, friendly, and well-maintained club.
Partner with the Personal Training team to execute fitness initiatives that improve member experience and support club financial targets.
Engage members with personal training, group exercise classes, and 24GO digital content.
Resolve member inquiries, concerns, and complaints professionally within company and club parameters.
Travel to training and meetings as needed, with availability to travel 10% of the time.