Sales and Service Manager

24 Hour Fitness USA • Garden Grove, CA

4d

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, 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 helps achieve sales revenue goals.

The SSM leads the Sales and Service team, oversees training, coaching, performance, engagement, personnel matters, and scheduling within budgeted hours. The manager drives club sales and revenue activity, develops business plans with the General Manager, sets sales goals, coordinates local marketing, manages leads, and supports member onboarding. The SSM partners with the General Manager and Personal Training team to deliver a member-centric club 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 and Fitness Sales and Membership Sales Commission Plans. The position may require travel 10% of the time for training and meetings, a varied schedule including extended workdays, weekends, and holidays, and work in a loud environment with exposure to moving mechanical parts.

Requirements

• High school diploma or GED.
• 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.
• Ability to respond professionally 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 from databases or email systems.
• 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, preferably 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, and model relationship-building and product and service knowledge.
• Assess team member skills and provide ongoing feedback and coaching.
• Implement and oversee training to support exceptional service in a member-centric environment, and share relevant industry updates.
• Manage team performance, engagement, and personnel matters.
• Manage team schedules within budgeted hours to provide adequate coverage for members and guests.
• Achieve department targets, including new member sales, fitness revenue, retail, and member retention.
• Drive club sales efforts, including new memberships, 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 strategies.
• 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 plans to help achieve 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 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 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 as needed for training and meetings, approximately 10% of the time.

Benefits

• Eligible to participate in the Club Team Bonus Plan.
• Eligible to participate in Fitness Sales and Membership Sales Commission Plans; these plans reward exceptional service, incentivize success, and align pay with contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED