Sales and Service Manager

24 Hour Fitness•Castle Rock, CO

11d

About The Position

The Sales and Service Manager (SSM) ensures the club provides guests and members with an outstanding, well-rounded sales and service experience 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, and support member acquisition and retention. The role reviews processes and team effectiveness while driving guest and member engagement and sales revenue goals. The SSM leads the Sales and Service team, oversees training and performance, manages schedules within budgeted hours, and is accountable for department targets including new member sales, fitness revenue, retail, and retention. The manager develops and coordinates local marketing, manages leads and sales activity, works with the General Manager and Personal Training team, and helps ensure members are onboarded and engaged with fitness offerings. The position 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 required.
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 responses to requests and inquiries from guests, members, and team members.
Strong organizational skills and ability to 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 using computer databases or email.
Ability to work around moving mechanical parts and in a loud environment.
Ability 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 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 continuously develop Sales and Service team members.
Lead the team in providing members with product and service offerings tailored to their needs.
Model relationship building and product and service offerings, and act as a subject matter expert for the team.
Assess, coach, and provide feedback to develop team members’ skills.
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.
Attain department targets, including new member sales, fitness revenue, retail, and member retention.
Drive club sales, including new memberships, EFT, fitness packages sold at point of sale, retail, and club-specific offerings.
Develop business plans and review weekly sales numbers and club statistics with the General Manager; address revenue gaps through changes to team execution as needed.
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 awareness 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.
Meet 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 club financial targets.
Engage members with personal training, group exercise classes, and 24GO digital content.
Resolve member inquiries, concerns, and complaints professionally and within company and club parameters.
Travel to training and meetings as required, with availability to travel 10% of the time.