Sales and Service Manager

24 Hour Fitness•Garden Grove, CA

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 reviews processes and team effectiveness, drives guest and member engagement, and is accountable for sales revenue goals. The SSM leads, trains, coaches, and manages Sales and Service team members; oversees staffing schedules within budgeted hours; and is responsible for department targets, including new member sales, fitness revenue, retail, and member retention. The role drives club sales, develops business plans with the General Manager, sets sales goals, coordinates local marketing, manages leads, and ensures new members are onboarded 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 experience, supports fitness initiatives, engages members with fitness offerings, and resolves member inquiries and complaints. The position reports to the General Manager, and Sales and Service Experts and Sales and Service Associates report to the SSM. Team members in this role are eligible for the Club Team Bonus Plan, Fitness Sales Commission Plan, and Membership Sales Commission Plan.

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 responses to requests and inquiries from guests, members, and team members.
Strong organizational skills to execute and prioritize multiple tasks.
Availability to travel 10% of the time for training and meetings.
Ability to work a varied schedule to support business needs, including frequent extended workdays, weekends, and holidays as may be required.
Ability to work in a club office, move about club floors and rooms, and communicate with members by telephone.
Ability to access and operate company computer systems for document preparation, data entry, and review of reports and email.

Nice To Haves

Bachelor's degree preferred.
Prior management experience in the service sales industry, leading 4–10 employees, preferred.
1–2 years of experience in service sales preferred.
Fitness industry experience preferred.

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/service offerings and serve as a subject matter expert for the team.
Assess, provide feedback to, and coach Sales and Service team members.
Implement and oversee ongoing training and share relevant industry updates.
Manage team performance, engagement, personnel matters, and schedules within budgeted hours.
Attain department targets, including new member sales, fitness revenue, retail, and member retention.
Drive new sales efforts, including membership, EFT, POS fitness packages, retail, and club-specific offerings.
Develop business plans and review weekly sales numbers and club statistics with the General Manager; adjust execution strategies as needed.
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 and communicate current marketing campaigns to members and prospective members.
Ensure new members are onboarded with a plan to help achieve their health and wellness goals.
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 support member experience and 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.