Sales and Service Manager

24 Hour Fitness USA•San Bernardino, CA

10d

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 24 Hour Fitness offerings, and focus on member acquisition and retention. The role oversees team effectiveness, guest and member engagement, and sales revenue goals. The SSM leads the Sales and Service team, including hiring, training, coaching, performance management, and scheduling within budgeted hours. The manager is accountable for department targets, including new member sales, fitness revenue, retail, and member retention. The role drives sales efforts, manages leads, develops sales plans and goals, coordinates local marketing, and works with the General Manager to review results and adjust execution. The SSM partners with the General Manager and Personal Training team to deliver a member-centric club experience. Responsibilities include supporting fitness initiatives, engaging members with fitness offerings, ensuring new members are onboarded with plans for their health and wellness goals, maintaining a clean and friendly club, and professionally resolving member concerns. The position reports to the General Manager, and Sales and Service Experts and Associates report to the SSM. Team members in this role are eligible for the Club Team Bonus Plan and Fitness Sales and Membership Sales Commission Plans.

Requirements

High school diploma or GED required.
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.
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 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 to attend training and meetings.

Nice To Haves

Bachelor's degree preferred.
Prior management experience in the service sales industry leading 4–10 employees preferred.
One to two years of service sales experience preferred.
Fitness industry experience preferred.

Responsibilities

Hire, train, and continuously develop Sales and Service team members.
Lead team members in providing tailored product and service offerings to members and guests; model relationship building and serve as a subject matter expert.
Assess, coach, and provide feedback to team members, and oversee ongoing training and service standards.
Manage team performance, engagement, personnel matters, and scheduling within budgeted hours to provide adequate coverage.
Attain department targets, including new member sales, fitness revenue, retail, and member retention.
Drive club sales efforts, including 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; identify revenue gaps and adjust 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 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 providing a clean, friendly, and well-maintained club.
Partner with the 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 corporate and club parameters.
Travel to training and meetings as required.