Sales and Service Manager

24 Hour Fitness•Escondido, 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, and focus on member acquisition and retention. The role reviews processes and team effectiveness, drives guest and member engagement, and works toward 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 role drives club sales, develops business plans with the General Manager, sets sales goals, coordinates local marketing, manages leads, and supports member onboarding. The SSM also partners with the General Manager and Personal Training team to deliver a member-centric experience, promote fitness offerings, and resolve member concerns. 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, Fitness Sales, and Membership Sales Commission Plans. The position requires travel 10% of the time for training and meetings and availability for a varied schedule, including possible extended workdays, weekends, and holidays.

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 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.
Ability to work in an environment with regularly moving mechanical parts and loud noise.
Availability for a varied schedule to support business needs, including frequent extended workdays and possible weekends and holidays.
Availability to travel 10% of the time for training and meetings.

Nice To Haves

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

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 product and service offerings, and serve 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 industry updates.
Manage team performance, engagement, and personnel matters.
Manage team schedules within budgeted hours to provide adequate coverage.
Meet department targets for new member sales, fitness revenue, retail, and member retention.
Drive club sales efforts, including membership sales, EFT, POS fitness packages, retail, and club-specific offerings.
Develop business plans and review weekly sales numbers and club statistics with the General Manager; adjust team execution strategies as needed.
Establish monthly, weekly, and daily sales goals for Sales and Service.
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 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 guests' and members' needs.
Lead by example in providing 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 within company and club parameters.