Sales and Service Manager

24 Hour Fitness•Carlsbad, CA

17h

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 role hires and develops team members who build relationships, communicate the value of 24 Hour Fitness offerings, drive member acquisition and retention, and contribute to sales revenue goals. The SSM leads Sales and Service operations, including team development, performance management, scheduling, sales planning, lead management, local marketing, and attainment of department targets. The manager partners with the General Manager and Personal Training team to provide a member-centric experience, support company fitness initiatives, and resolve member concerns. The SSM reports to the General Manager; Sales and Service Experts and Sales and Service Associates report to the SSM. Team members in this role are eligible to participate in the Club Team Bonus Plan, Fitness Sales Commission Plan, and Membership Sales Commission Plan. The position requires working in a club environment and traveling 10% of the time for training and meetings.

Requirements

High school diploma or GED.
Current CPR and AED certifications from an approved organization.
Strong leadership, motivation, coaching, and communication skills, including the ability to work with diverse groups.
Member-centric approach 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 multiple tasks.
Ability to work in a club office and move about club floors and rooms.
Ability to communicate with members by telephone 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.
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 providing members with product and service offerings tailored to individual needs.
Model relationship building and product and service offerings, and support team members as a subject matter expert.
Assess team members, provide feedback and coaching, and oversee ongoing training.
Manage team performance, engagement, and personnel matters.
Manage the Sales and Service team schedule within budgeted hours to ensure coverage for member and guest needs.
Attain department targets, including new member sales, fitness revenue, retail, and member retention.
Drive club sales efforts, including new memberships, EFT, fitness packages at point of sale, 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 strategies.
Set monthly, weekly, and daily sales goals for Sales and Service.
Develop, execute, and coordinate local club marketing activities.
Generate new business through lead management and maintain awareness of marketing campaigns.
Ensure new members are onboarded with a plan to support their health and wellness goals.
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 on fitness initiatives that improve member experience and meet club financial targets.
Engage members with personal training, group exercise classes, and 24GO digital content.
Resolve member inquiries, concerns, and complaints professionally within corporate and club parameters.