Sales and Service Manager

24 Hour Fitness•Lakewood, 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, and focus on member acquisition and retention. The role reviews processes and team effectiveness, drives guest and member engagement, and achieves sales revenue goals. The SSM leads the Sales and Service team, oversees hiring, training, coaching, performance, engagement, personnel matters, 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 across membership, EFT, fitness packages, retail, and club-specific offerings; develops business plans and sales goals; coordinates local marketing; manages leads; and ensures new members are onboarded with plans supporting their health and wellness goals. In partnership with the General Manager and Personal Training team, the SSM supports a member-centric club experience, company fitness initiatives, and club financial targets. The manager engages members with personal training, group exercise, and 24GO digital content, and professionally resolves member inquiries, concerns, and complaints within company and club parameters. The SSM reports to the General Manager. Sales and Service Experts and Sales and Service Associates report directly to the SSM. The position is eligible for the Club Team Bonus Plan and Fitness Sales and Membership Sales Commission Plans. The role requires working in a club environment, a varied schedule that may include extended workdays, weekends, and holidays, and 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 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.
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 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 continuous development of Sales and Service team members.
Lead the team in providing members with product and service offerings tailored to their individual needs.
Model relationship building and product and service offerings, and act as a subject matter expert for the team.
Assess, provide feedback to, and coach team members; oversee ongoing training and share 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 club sales efforts across new memberships, EFT, POS fitness packages, retail, and club-specific offerings.
Develop business plans and review weekly sales figures and club statistics with the General Manager, adjusting execution strategies as needed.
Set monthly, weekly, and daily sales goals for the Sales and Service team.
Develop, execute, and coordinate local club marketing activities; generate new business through lead management.
Stay informed about marketing campaigns and communicate them 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 deliver a member-centric experience tailored to guests and members.
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.