Sales and Service Manager

24 Hour Fitness USA•Downey, CA

About The Position

The Sales and Service Manager (SSM) ensures the club provides 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, support member acquisition and retention, and continually review processes and team effectiveness. The role drives guest and member engagement and achievement of sales revenue goals. The SSM leads Sales and Service team members, oversees their training, performance, engagement, personnel matters, and schedules, and is responsible for department targets such as new membership sales, fitness revenue, retail, and retention. The manager drives club sales, develops business plans with the General Manager, sets sales goals, coordinates local marketing, manages leads, and ensures new members receive onboarding plans aligned with their health and wellness goals. In partnership with the General Manager and Personal Training team, the SSM supports a member-centric club experience, company fitness initiatives, and financial targets. The manager engages members with fitness offerings, helps maintain a clean, friendly, well-maintained club, and professionally resolves member concerns within company and club parameters. The SSM reports to the General Manager; Sales and Service Experts and Sales and Service Associates report directly to the SSM. The position may require travel 10% of the time for training and meetings.

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 to execute and prioritize 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 access 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.
Ability to work in a loud environment.
Availability to travel 10% of the time to attend 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 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 to develop their skills.
Implement and oversee ongoing training for exceptional service in a member-centric environment, and share relevant 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 new 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 to identify revenue gaps and adjust execution strategies.
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 stay informed about 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, well-maintained club.
Partner with the Personal Training team to execute 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.