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 role hires and develops team members who build relationships and communicate the value of 24 Hour Fitness offerings, with a strong focus on member acquisition and retention. The SSM reviews processes and team effectiveness, drives guest and member engagement, and achieves sales revenue goals. The SSM leads the Sales and Service team, oversees its performance and scheduling, and is responsible for department targets such as new member sales, fitness revenue, retail, and retention. The role also drives sales planning and execution, local marketing, lead management, member onboarding, and personal and team sales results. In partnership with the General Manager and Personal Training team, the SSM helps provide a member-centric club experience, supports fitness initiatives, and resolves member concerns. The role reports to the General Manager. Sales and Service Experts and Sales and Service Associates report directly to the SSM. Team members in this role are eligible to participate in the Club Team Bonus Plan, Fitness Sales Commission Plan, and Membership Sales Commission Plan. The position requires the ability to work a varied schedule, including possible 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 and ability to 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 from databases or email.
Ability to work in an environment with moving mechanical parts and loud noise.
Ability to work a varied schedule to support business needs, including frequent extended workdays and potentially weekends and holidays.
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 continually develop Sales and Service team members.
Lead team members in providing members with a full range of product and service offerings tailored to individual needs.
Model relationship building and product and service offerings, and act as a subject matter expert for the team.
Assess, coach, and provide feedback to develop team members' skills.
Implement and oversee ongoing training and share industry updates.
Manage team performance, engagement, personnel matters, and scheduling within budgeted hours.
Meet department targets for 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 to identify revenue gaps and adjust execution strategies.
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.
Achieve or exceed personal and team sales goals.
Partner with the General Manager to deliver 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 carry out fitness initiatives that improve member experience and support 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.