Sales and Service Manager

24 Hour Fitness USA•Lakewood, CO

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 team and process effectiveness and drives member engagement and sales revenue attainment. The SSM leads the Sales and Service team, oversees training, coaching, performance, engagement, personnel matters, and scheduling, and is accountable for department targets including new membership sales, fitness revenue, retail, and member retention. The manager drives club sales efforts, plans and reviews performance with the General Manager, coordinates local marketing, manages leads, and ensures new members are onboarded with plans aligned to their health and wellness goals. The role partners with the General Manager and Personal Training team to provide a member-centric experience, support fitness initiatives, promote fitness offerings, maintain a clean and welcoming club, and professionally resolve member concerns. The SSM reports to the General Manager, and Sales and Service Experts and Associates report directly to the SSM. Eligible team members may participate in the Club Team Bonus Plan, Fitness Sales Commission Plan, and Membership Sales Commission Plan.

Requirements

High school diploma or GED required.
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 to execute and prioritize multiple tasks.
Ability to work in a club office and move about club floors and rooms.
Occasionally demonstrate or explain proper 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 systems.
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 preferred.
Prior management experience in the service sales industry, leading 4–10 employees, preferred.
One to two years of service sales experience preferred.
Fitness industry experience preferred.

Responsibilities

Hire, train, and foster the continuous development of Sales and Service team members.
Lead team members in providing members with product and service offerings tailored to their 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 membership 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; adjust execution strategies to address revenue gaps.
Establish 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 and communicate current marketing campaigns to members and prospective members.
Ensure new members are properly onboarded with plans to help them achieve their health and wellness goals.
Consistently 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 maintaining 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.