Sales and Service Manager

24 Hour Fitness•Chino, CA

24d

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 a team focused on building relationships, explaining the value of company offerings, driving member acquisition and retention, and reviewing processes and team effectiveness. The role drives guest and member engagement and attainment of sales revenue goals. The SSM leads and develops Sales and Service team members, oversees training and performance, manages team scheduling within budgeted hours, and is accountable for department targets across new member sales, fitness revenue, retail, and retention. The role drives club sales efforts, sets sales goals, manages leads, coordinates local marketing, reviews business performance with the General Manager, and helps ensure new members are onboarded with plans aligned to 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, helps maintain a clean and welcoming club, and resolves member inquiries and complaints. The SSM reports to the General Manager, with Sales and Service Experts and Sales and Service Associates reporting directly to the SSM. Team members in this role are eligible for the Club Team Bonus Plan and Fitness Sales and Membership Sales Commission Plans.

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.
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 telephonically with members.
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, 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 preferred.
Prior management experience in the service sales industry leading 4–10 employees preferred.
1–2 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 the team in offering products and services tailored to members’ individual needs and model relationship building and product and service offerings.
Assess, coach, and provide feedback to team members; oversee ongoing training and share relevant industry updates.
Manage team performance, engagement, and personnel matters.
Manage the Sales and Service team schedule within budgeted hours to ensure adequate coverage.
Attain department targets, including new member sales, fitness revenue, retail, and member retention.
Drive new sales efforts, including membership, 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; 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 maintain awareness of 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 provide a 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 support member experience and 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.