Sales and Service Manager

24 Hour Fitness•Boulder, 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 24 Hour Fitness 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, oversees its training, performance, engagement, personnel matters, and scheduling, and is responsible for department targets including new member sales, fitness revenue, retail, and member retention. The manager drives club sales efforts, develops business plans and sales goals, coordinates local marketing, manages leads, and ensures new members are onboarded with plans to support their health and wellness goals. Working with the General Manager and Personal Training team, the SSM helps provide a member-centric club experience, supports fitness initiatives, promotes fitness offerings, and resolves member concerns. The SSM reports to the General Manager; Sales and Service Experts and Sales and Service Associates report directly to the SSM. The position includes eligibility for 24 Hour Fitness's Club Team Bonus Plan, 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 prioritize and execute 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.
Ability to work a varied schedule to support business needs, including 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 ongoing development of Sales and Service team members.
Lead team members in offering products and services tailored to members' individual needs.
Model relationship building and product and service offerings, and provide subject-matter expertise to the team.
Assess, provide feedback to, and coach team members continuously.
Implement and oversee ongoing training and share relevant industry updates.
Manage team performance, engagement, and personnel matters.
Manage team schedules within budgeted hours to provide adequate coverage.
Attain department targets for new member sales, fitness revenue, retail, and member retention.
Drive club 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 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 knowledge of marketing campaigns and communicate them to members and prospective members.
Ensure new members are onboarded with a plan to help 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 guests' and members' 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 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.