Sales and Service Manager

24 Hour Fitness•Newark, CA

29d

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 through membership, fitness, and retail products and services. The SSM hires and develops team members who build relationships, communicate the value of the company's offerings, support member acquisition and retention, and review processes and team effectiveness. The role drives guest and member engagement and attainment of sales revenue goals. The SSM leads the Sales and Service team, oversees team development and performance, manages schedules within budgeted hours, and is accountable for department targets including new member sales, fitness revenue, retail, and member retention. The role drives club sales, develops and reviews business plans and sales results with the General Manager, coordinates local marketing, manages leads, and supports member onboarding. In partnership with the General Manager and Personal Training team, the SSM helps deliver a member-centric club experience, engages members with fitness offerings, and resolves member concerns. The position 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, 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 and ability to prioritize multiple tasks.
Ability to work in a club office and move about club floors and rooms.
Ability to communicate telephonically with members and access and operate company computer systems, including document preparation, data entry, and reading and interpreting reports.
Ability to work a varied schedule to support business needs, including 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 continuously develop Sales and Service team members.
Lead team members 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 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, including new memberships, 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; address revenue gaps and adjust execution strategies.
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 maintain awareness of marketing campaigns.
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 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 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.