Sales and Service Manager

24 Hour Fitness•San Bernardino, 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 and communicate the value of 24 Hour Fitness offerings, focus on member acquisition and retention, and continually review processes and team effectiveness. The role drives guest and member engagement and attainment of sales revenue goals. The SSM leads the Sales and Service team, oversees training, coaching, performance, engagement, personnel matters, and scheduling, and is responsible for department targets that include new member sales, fitness revenue, retail, and member retention. The role also leads club sales efforts, manages sales goals and local marketing, develops new business through lead management, and works with the General Manager and Personal Training team to provide a member-centric experience and meet club financial targets. 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 24 Hour Fitness's Club Team Bonus Plan, Fitness Sales, and Membership Sales Commission Plans.

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 responses to requests and inquiries from guests, members, and team members.
Strong organizational skills 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 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 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 foster the continuous development of Sales and Service team members.
Lead team members in providing members with product and service offerings tailored to individual needs.
Model relationship building and product and service offerings, and act 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.
Ensure successful attainment of department targets, including new member sales, fitness revenue, retail, and member retention.
Drive new sales efforts within the club, including 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 to identify revenue gaps and adjust execution.
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 support their health and wellness goals.
Consistently 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 support 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.