Sales and Service Manager

24 Hour Fitness•Elverson, 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 the company’s offerings, and focus on member acquisition and retention. The role reviews processes and team effectiveness, drives guest and member engagement, and works toward sales revenue goals. The SSM leads the Sales and Service team, oversees its performance and schedule, and is responsible for department targets, including new member sales, fitness revenue, retail, and member retention. The manager collaborates with the General Manager and Personal Training team to support business plans, sales execution, and a member-centric club experience. The role reports to the General Manager. Sales and Service Experts and Sales and Service Associates report directly to the SSM. The position requires a varied schedule, including possible extended workdays, weekends, and holidays, and travel 10% of the time for training and meetings.

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 responses 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 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.
Ability to work a varied schedule to support business needs; frequent extended workdays, weekends, and holidays may be required.
Ability to work in a loud environment.
Availability to travel 10% of the time for training and meetings.

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 foster the continuous development of Sales and Service team members.
Lead the team in offering products and services tailored to members’ individual needs.
Model relationship building and product and service offerings, and serve as a subject matter expert for the team.
Assess, provide feedback to, and coach team members; oversee ongoing training and share industry updates.
Manage team performance, engagement, personnel matters, and schedules within budgeted hours.
Attain department targets, including new member sales, fitness revenue, retail, and member retention.
Drive new sales efforts, including new member sales, EFT, Point of Sale fitness packages, retail, and club-specific offerings.
Develop business plans and review weekly sales numbers and club statistics with the General Manager to identify revenue gaps and adjust execution.
Set monthly, weekly, and daily sales goals for Sales and Service team members.
Develop, execute, and coordinate local club marketing activities; generate new business through lead management.
Maintain awareness of marketing campaigns and communicate them to members and prospective members.
Ensure new members are onboarded with a plan to help them achieve their health and wellness goals.
Meet or exceed personal and team sales goals.
Partner with the General Manager to deliver a member-centric experience tailored to guest and member needs.
Lead by example in maintaining a clean, friendly, and well-maintained club.
Partner with the Personal Training team on fitness initiatives that support member experience and 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.