Sales and Service Manager

24 Hour Fitness•Buena Park, CA

20d

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 team and process effectiveness, drives guest and member engagement, and meets sales revenue goals. The SSM leads Sales and Service team members, oversees training, coaching, performance, engagement, personnel matters, and scheduling, and is accountable for department targets including new member sales, fitness revenue, retail, and retention. The manager drives club sales and marketing activities, manages leads, plans sales goals, and works with the General Manager and Personal Training team to support a member-centric experience and club financial targets. This position reports to the General Manager. Sales and Service Experts and Sales and Service Associates report directly to the SSM. The role may require a varied schedule, frequent extended workdays, weekends and holidays, and travel 10% of the time for training and meetings.

Requirements

High school diploma or GED.
Current Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification 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 communicate with members by telephone.
Ability to access and operate company computer systems, including document preparation and data entry, and to read and interpret general and financial reports from a computer database or email system.
Ability to work in an environment with regularly moving mechanical parts and loud conditions.
Availability to travel 10% of the time for 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 serve as a subject matter expert for the team.
Assess, provide feedback to, and coach team members to cultivate their skills.
Implement and oversee ongoing training to support exceptional service in a member-centric environment, and share industry updates.
Manage Sales and Service team performance, engagement, and personnel matters.
Manage the team schedule within budgeted hours to provide adequate coverage for member and guest needs.
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 numbers and club statistics with the General Manager to identify revenue gaps and adjust execution strategy.
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.
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.
Consistently achieve or exceed personal and team sales goals.
Partner with the General Manager to deliver a best-in-class, member-centric experience tailored to guest and member needs.
Lead by example in providing a clean, friendly, and well-maintained club.
Partner with the club 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.