Sales and Service Manager

24 Hour Fitness•Village of Pelham Manor, NY

26d

About The Position

The Sales and Service Manager (SSM) ensures the club provides 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 club’s offerings, and focus on member acquisition and retention. The role reviews processes and team effectiveness, drives guest and member engagement, and achieves sales revenue goals. The SSM leads the Sales and Service team, manages performance and staffing, develops sales plans, and coordinates local marketing and lead management. In partnership with the General Manager and Personal Training team, the SSM helps deliver a member-centric club experience, supports fitness initiatives, and resolves member inquiries and complaints. The position reports to the General Manager, and Sales and Service Experts and Sales and Service Associates report to the SSM.

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.
Ability to respond professionally to requests and inquiries from guests, members, and team members.
Strong organizational skills and ability to prioritize and execute multiple tasks.
Availability to travel 10% of the time for training and meetings.
Ability to work a varied schedule to support business needs, including frequent extended workdays, weekends, and holidays when required.

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, coach, and continuously develop Sales and Service team members.
Lead team members in offering products and services tailored to individual member needs, and model relationship building and effective product and service offerings.
Assess team skills and performance, provide feedback, oversee ongoing training, and share relevant industry updates.
Manage team performance, engagement, personnel matters, and schedules within budgeted hours to provide adequate coverage.
Meet department targets for new member sales, fitness revenue, retail, and member retention.
Drive club sales efforts across new memberships, 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; 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 and generate new business through lead management.
Stay informed about marketing campaigns and communicate them to members and prospective members.
Ensure new members are onboarded with plans to support their health and wellness goals.
Consistently achieve or exceed personal and team sales goals.
Partner with the General Manager to deliver a best-in-class, member-centric experience.
Lead by example in maintaining a clean, friendly, and well-maintained club.
Partner with the Personal Training team to execute fitness initiatives that improve member experience and meet 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.