Sales and Service Manager

24 Hour Fitness•Parker, CO

12d

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 the company's offerings, and focus on behaviors that support member acquisition and retention. The role reviews processes and team effectiveness, drives guest and member engagement, and works toward 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 including new member sales, fitness revenue, retail, and member retention. The manager drives club sales, develops business plans and local marketing activities, sets sales goals, manages leads, supports member onboarding, and works to meet personal and team sales goals. In partnership with the General Manager and Personal Training team, the SSM helps provide a member-centric experience, supports fitness initiatives, engages members with fitness offerings, and resolves member inquiries and complaints. The role reports to the General Manager; Sales and Service Experts and Sales and Service Associates report to the SSM. The position includes variable compensation eligibility through the 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 execute and prioritize multiple tasks.
Ability to work in a club office and move about club floors and rooms.
Ability to communicate by telephone with members.
Ability to use company computer systems for document preparation and data entry, and to read and interpret general and financial reports from a database or email system.
Availability to travel 10% of the time for training and meetings.

Nice To Haves

Bachelor's degree.
Prior service sales industry management experience leading 4–10 employees.
1–2 years of service sales experience.
Fitness industry experience.

Responsibilities

Hire, train, and foster the continuous development of Sales and Service team members.
Lead team members in providing members with product and service offerings tailored to individual needs.
Model relationship building and product and service offerings, and serve as a subject matter expert for the team.
Assess, provide feedback to, and coach team members.
Implement and oversee ongoing training and share industry updates.
Manage team performance, engagement, and personnel matters.
Manage the Sales and Service team schedule within budgeted hours to ensure adequate coverage.
Drive attainment of department targets, including new member sales, fitness revenue, retail, and member retention.
Drive new sales efforts, including membership, EFT, POS 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.
Establish monthly, weekly, and daily sales goals for Sales and Service.
Develop, execute, and coordinate local club marketing activities.
Generate new business through lead management.
Maintain awareness of marketing campaigns and communicate them to members and prospective members.
Ensure new members are onboarded with a plan to support their health and wellness goals.
Meet 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 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.