Sales and Service Manager

24 Hour Fitness USA • Highlands Ranch, CO

3d

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, retail products, and services. The role hires and develops team members who build relationships and communicate the value of 24 Hour Fitness offerings, focus on member acquisition and retention, and continually review processes and team effectiveness. The SSM drives guest and member engagement and achievement of sales revenue goals.

The SSM leads the Sales and Service team, manages its performance and schedule within budgeted hours, and is responsible for department targets including new member sales, fitness revenue, retail, and member retention. The role oversees sales efforts, business planning, lead management, local marketing, member onboarding, and personal and team sales goals. In partnership with the General Manager and Personal Training team, the SSM supports a member-centric club experience, promotes fitness offerings, and resolves member concerns.

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, including frequent extended workdays, weekends, and holidays when 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.
• Prior management experience in the service sales industry, preferably leading 4–10 employees.
• 1–2 years of experience in service sales.
• Fitness industry experience.

Responsibilities

• Hire, train, and continuously develop Sales and Service team members.
• Lead the team in providing members with product and service offerings tailored to their individual needs.
• Model relationship building and product and service offerings, and act as a subject matter expert for the team.
• Assess, provide feedback to, and coach Sales and Service team members.
• Implement and 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 provide adequate coverage.
• Achieve department targets for new member sales, fitness revenue, retail, and member retention.
• Drive club sales, including new memberships, EFT, POS 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.
• Maintain knowledge 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.
• Consistently 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 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.

Benefits

• Eligible to participate in the Club Team Bonus Plan, Fitness Sales Commission Plan, and Membership Sales Commission Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED