Sales and Service Manager

24 Hour Fitness•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, develops, and leads Sales and Service team members, promotes member acquisition and retention, reviews team and process effectiveness, and drives member engagement and sales revenue goals. The role leads sales activity across membership, EFT, point-of-sale fitness packages, retail, and club-specific offerings. It sets sales goals, manages leads, coordinates local marketing, reviews sales performance and club statistics with the General Manager, and supports new members in planning for their health and wellness goals. The SSM also partners with the General Manager and Personal Training team to deliver a member-centric experience, support fitness initiatives, resolve member concerns, and maintain a clean, friendly, well-maintained club. The SSM reports to the General Manager. Sales and Service Experts and Sales and Service Associates report directly to the SSM. The role requires a varied schedule, including frequent extended workdays and possible weekends and holidays, and 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.
Professional response to requests and inquiries from guests, members, and team members.
Strong organizational skills and ability to prioritize multiple tasks.
Ability to work a varied schedule to support business needs, including 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 preferred.
Prior management experience in the service sales industry, leading 4–10 employees, preferred.
1–2 years of experience in service sales preferred.
Fitness industry experience preferred.

Responsibilities

Hire, train, and foster the continuous development of Sales and Service team members.
Lead team members in offering products and services tailored to members’ individual needs; model relationship building and serve as a subject matter expert.
Assess, coach, and provide feedback to team members, and oversee ongoing training and industry updates.
Manage team performance, engagement, personnel matters, and schedules within budgeted hours while ensuring adequate coverage.
Attain department targets, including new member sales, fitness revenue, retail, and member retention.
Drive new sales across membership, 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; adjust execution strategies to address revenue gaps.
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.
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.
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, well-maintained club.
Partner with the Personal Training team to execute fitness initiatives that improve member experience and support 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.