Sales and Service Manager

24 Hour Fitness USA•Castle Rock, CO

13d

About The Position

The Sales and Service Manager (SSM) ensures that the club delivers an outstanding, well-rounded sales and service experience to guests and members. The role promotes membership, fitness, and retail products and services, and leads a team focused on building relationships, member acquisition and retention, and achieving sales revenue goals. The SSM hires and develops team members, oversees their performance and schedules, reviews processes and effectiveness, and drives member engagement and department results. The SSM reports to the General Manager and directly supervises Sales and Service Experts and Sales and Service Associates. The role is eligible for participation in the Club Team Bonus Plan, Fitness Sales Commission Plan, and Membership Sales Commission Plan.

Requirements

High school diploma or GED.
Current CPR and AED certifications from an approved organization.
Ability to motivate, coach, and communicate productively 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 and ability to prioritize and execute 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 use company computer systems for document preparation and data entry, and to read and interpret general and financial reports from databases or email.
Ability to work a varied schedule, including frequent extended workdays, weekends, and holidays as business needs require.
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, preferably 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 the team in offering members products and services tailored to their individual needs, and serve as a subject matter expert.
Assess, coach, and provide feedback to team members; oversee ongoing training and share relevant industry updates.
Manage team performance, engagement, personnel matters, and schedules within budgeted hours.
Ensure department targets are met, including new-member sales, fitness revenue, retail, and member retention.
Drive club sales efforts, 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; identify revenue gaps and adjust execution strategies.
Set monthly, weekly, and daily sales goals for Sales and Service team members.
Develop, execute, and coordinate local club marketing activities, manage leads, and communicate current marketing campaigns.
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 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 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.