Sales and Service Manager

24 Hour Fitness•Santa Clara, 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 and communicate the value of 24 Hour Fitness offerings, with a focus on behaviors that drive member acquisition and retention. The role reviews processes and team effectiveness and is accountable for guest and member engagement and sales revenue goals. The SSM leads, trains, coaches, and manages Sales and Service team members; oversees their performance, engagement, personnel matters, and schedules; and ensures adequate coverage within budgeted hours. The SSM manages sales activity and revenue targets, 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. Working with the General Manager and Personal Training team, the SSM helps deliver a member-centric club experience, supports company 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 directly to the SSM. The role includes eligibility for the Club Team Bonus Plan and Fitness Sales and Membership Sales Commission Plans.

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 prioritize and execute 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 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 team members in providing tailored product and service offerings to members.
Model relationship building and act as a subject matter expert for team members.
Assess, provide feedback to, and coach team members.
Implement and oversee ongoing training and share relevant industry updates.
Manage team performance, engagement, and personnel matters.
Manage team schedules within budgeted hours to ensure adequate coverage.
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.
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.
Maintain awareness of 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.
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 support 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.