Sales and Service Manager

24 Hour Fitness•Highlands Ranch, CO

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, support member acquisition and retention, and continually review processes and team effectiveness. The role drives guest and member engagement and achievement of sales revenue goals. The SSM leads the Sales and Service team, oversees training, coaching, performance, engagement, personnel matters, and scheduling, and is accountable for department targets such as new member sales, fitness revenue, retail, and member retention. The role develops and executes sales plans and local marketing activities, manages leads, reviews sales results with the General Manager, and supports members in getting started with plans aligned to their health and wellness goals. In partnership with the General Manager and Personal Training team, the SSM helps deliver a member-centric club experience, promotes fitness offerings, supports company fitness initiatives, and professionally resolves member inquiries and complaints. The position reports to the General Manager; Sales and Service Experts and Sales and Service Associates report directly to the SSM. The role may require travel 10% of the time for training and meetings.

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 communicate with members by telephone.
Ability to use company computer systems for document preparation and data entry, and to read and interpret general and financial reports through computer databases or email.
Ability to work a varied schedule to support business needs, including frequent extended workdays; weekends and holidays may be required.
Ability to work in a loud environment.
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 ongoing 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, coach, and provide feedback to develop team members' skills.
Implement and oversee training to support exceptional service in a member-centric environment and share relevant industry updates.
Manage team performance, engagement, personnel matters, and schedules within budgeted hours.
Achieve department targets, including new member sales, fitness revenue, retail, and member retention.
Drive new sales efforts, 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; adjust team execution 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.
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 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.