Sales and Service Manager

24 Hour Fitness USA•Aurora, 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 also involves reviewing processes and team effectiveness, supporting guest and member engagement, and achieving sales revenue goals. The SSM leads the Sales and Service team, oversees performance and personnel matters, manages scheduling within budgeted hours, and is responsible for department targets. The SSM drives club sales, develops and reviews business plans and sales results with the General Manager, coordinates local marketing, manages leads, and ensures new members are onboarded with plans to support their health and wellness goals. In partnership with the General Manager and Personal Training team, the SSM supports a member-centric club experience, promotes fitness offerings, maintains a clean and welcoming environment, and professionally resolves member concerns. The role reports to the General Manager, with Sales and Service Experts and Sales and Service Associates reporting to the SSM. Team members in this position may participate in the Club Team Bonus Plan and 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.
Ability to respond professionally to requests and inquiries from guests, members, and team members.
Strong organizational skills and ability to execute and prioritize multiple tasks.
Ability to work in a club office and move about club floors and rooms.
Ability to communicate telephonically with members and access and operate company computer systems, including document preparation, data entry, and reading and interpreting 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 service sales 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 team members in offering products and services tailored to individual member needs, and model relationship-building and effective product and service recommendations.
Assess, coach, and provide feedback to team members, and oversee ongoing training and sharing of industry updates.
Manage team performance, engagement, personnel matters, and schedules within budgeted hours.
Achieve department targets, including 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, adjusting execution strategies as needed.
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 and maintain awareness of marketing campaigns.
Ensure new members are properly 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 provide a best-in-class, member-centric experience tailored to guest and member 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 the 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 company and club parameters.