Sales and Service Manager

24 Hour Fitness USA•San Carlos, 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 also reviews processes and team effectiveness, supports guest and member engagement, and achieves sales revenue goals. The SSM leads the Sales and Service team, oversees training, coaching, performance, engagement, personnel matters, and scheduling within budgeted hours. The role is responsible for department targets, including new member sales, fitness revenue, retail, and member retention. The SSM drives sales and local marketing, manages leads, reviews business plans and sales results with the General Manager, sets sales goals, 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 club experience, supports company fitness initiatives, engages members with fitness offerings, and professionally resolves inquiries, concerns, and complaints. The position reports to the General Manager. Sales and Service Experts and Sales and Service Associates report to the SSM. The role may require travel 10% of the time for training and meetings, and a varied schedule that may include extended workdays, weekends, and holidays.

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.
Ability to respond professionally to requests and inquiries from guests, members, and team members.
Strong organizational skills and ability 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 preferred.
Prior management experience in service sales, 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 the team in providing members with product and service offerings tailored to their individual needs.
Model relationship building and product and service offerings, and serve as a subject matter expert for team members.
Assess, provide feedback to, and coach Sales and Service team members.
Implement and oversee ongoing training and share industry updates.
Manage team performance, engagement, and personnel matters.
Manage team schedules within budgeted hours to provide adequate coverage.
Meet department targets, including new member sales, fitness revenue, retail, and member retention.
Drive club sales efforts, including new member sales, EFT, POS fitness packages, retail, and club-specific offerings.
Develop business plans and review weekly sales numbers and club statistics with the General Manager; 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.
Stay current on 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 maintaining 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.
Travel to training and meetings as needed, up to 10% of the time.