Sales and Service Manager

24 Hour Fitness USA•San Jose, CA

12d

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 role hires and develops team members who build relationships, communicate the value of 24 Hour Fitness offerings, and focus on member acquisition and retention. The SSM reviews processes and team effectiveness, drives guest and member engagement, and works to attain sales revenue goals. The SSM leads Sales and Service team members, oversees their training, development, performance, scheduling, and personnel matters, and is responsible for department targets such as new member sales, fitness revenue, retail, and retention. The manager drives club sales, develops and reviews business plans and sales results with the General Manager, sets sales goals, coordinates local marketing, manages leads, and supports effective onboarding of new members. In partnership with the General Manager and Personal Training team, the SSM helps deliver a member-centric club experience, supports company fitness initiatives, promotes fitness offerings, and professionally resolves member inquiries and complaints. The position reports to the General Manager, and Sales and Service Experts and Sales and Service Associates report directly to the SSM. The role is eligible for participation in the Club Team Bonus Plan, Fitness Sales, and Membership Sales Commission Plans.

Requirements

High school diploma or GED required.
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 response 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, 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 preferred.
Prior management experience in the service sales industry, leading 4–10 employees, preferred.
1–2 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 presenting product and service offerings tailored to members’ individual needs.
Model relationship building and serve as a subject matter expert for tailored guest and member solutions.
Assess, coach, and provide feedback to team members; oversee ongoing training and share industry updates.
Manage the performance, engagement, and personnel matters of Sales and Service team members.
Manage team schedules 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 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, adjusting execution strategies 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 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 best-in-class, 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 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.