Sales and Service Manager

24 Hour Fitness•San Carlos, CA

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, support member acquisition and retention, and improve team effectiveness. The role drives guest and member engagement and achievement of sales revenue goals. The SSM leads the Sales and Service team, manages its performance and schedule, oversees training and coaching, and is responsible for department targets including new member sales, fitness revenue, retail, and member retention. The manager develops and executes sales plans, monitors sales performance with the General Manager, coordinates local marketing, manages leads, and ensures new members are onboarded with plans to support their health and wellness goals. In partnership with the General Manager and Personal Training team, the SSM helps deliver a member-centric club experience, promotes fitness offerings, and professionally resolves member inquiries, concerns, and complaints. The role reports to the General Manager, and Sales and Service Experts and Sales and Service Associates report directly to the SSM.

Requirements

High school diploma or GED.
Current Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certifications from an approved organization.
Ability to motivate, coach, and communicate productively 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 and ability 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.
Availability to work a varied schedule to support business needs; frequent extended workdays, weekends, and holidays may be required.
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 continuously develop Sales and Service team members.
Lead the team in offering products and services tailored to members’ 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; oversee ongoing training and share relevant industry updates.
Manage team performance, engagement, personnel matters, and schedules within budgeted hours.
Meet department targets for new member sales, fitness revenue, retail, and member retention.
Drive club sales efforts, including new memberships, EFT, point-of-sale fitness packages, retail, and other 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 and communicate current marketing campaigns to members and prospective members.
Ensure new members are onboarded with a plan to help achieve 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 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.