Sales and Service Manager

24 Hour Fitness USA•Santa Clara, 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 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 the Sales and Service team, including hiring, training, coaching, performance and personnel matters, and scheduling within budgeted hours. The manager oversees sales efforts across memberships, EFT, point-of-sale fitness packages, retail, and club-specific offerings; sets sales goals; reviews results and club statistics with the General Manager; develops local marketing activities; manages leads; and supports member onboarding. The SSM also partners with the General Manager and Personal Training team to deliver a member-centric experience, support fitness initiatives, engage members with fitness offerings, and resolve inquiries and complaints. The SSM reports to the General Manager. Sales and Service Experts and Sales and Service Associates report directly to the SSM. Team members in this role are eligible to participate in the Club Team Bonus Plan and Fitness Sales and Membership Sales Commission Plans.

Requirements

High school diploma or GED required.
Current CPR and Automated External Defibrillator (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 responses 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 occasionally demonstrate or explain physical fitness activities, techniques, and procedures.
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 from databases or email.
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 for training and meetings.

Nice To Haves

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

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 serve as a subject matter expert.
Assess, provide feedback to, and coach team members; 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.
Attain department targets, including new member sales, fitness revenue, retail, and member retention.
Drive club sales efforts, including new member sales, EFT, point-of-sale fitness packages, retail, and club-specific offerings.
Develop business plans and review weekly sales results 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 maintain awareness of marketing campaigns.
Ensure new members are onboarded with a plan to help them achieve their health and wellness goals.
Achieve or exceed personal and team sales goals.
Partner with the General Manager to deliver a best-in-class, member-centric experience tailored to guests' and members' 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 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 corporate and club parameters.
Travel to training and meetings as required, with availability to travel 10% of the time.