Sales and Service Manager

Location: 4821 Del Amo Blvd, Lakewood, CA 90712

About the Role

The Sales and Service Manager (SSM) ensures the club delivers an outstanding and well-rounded sales and service experience to all guests and members through a compelling approach of offering membership, fitness, and retail products and services. The SSM is responsible for hiring and developing talented team members who build relationships and translate the value of 24 Hour Fitness product and service offerings. The role drives both successful guest and member engagement and the attainment of sales revenue goals.

Responsibilities

• Leadership Excellence
  • Hires, trains, and fosters continuous development of all Sales and Service team members.
  • Leads Sales and Service team members to provide members with a full complement of product and service offerings tailored to meet individual needs.
  • Models relationship building and product/service offerings, acting as a subject matter expert to support all team members.
  • Cultivates team members' skills through continuous assessment, feedback, and coaching.
  • Implements and oversees ongoing training to ensure exceptional service in a member-centric environment.
  • Shares industry updates to complement offerings.
  • Manages overall performance, engagement, and personnel matters for the Sales and Service team.
  • Manages team schedule within budgeted hours to ensure adequate coverage.
  • Responsible for the successful attainment of department targets, including new member sales, fitness revenue, retail, and member retention.
• Sales Management & Personal Sales
  • Drives all new sales efforts within the club, including new member sales, EFT, Point of Sale (POS) fitness packages, retail, and club-specific sales offerings.
  • Develops business plans and reviews weekly sales numbers and club statistics with the General Manager (GM) to identify revenue gaps and modify strategy.
  • Establishes monthly, weekly, and daily sales goals for all Sales and Service team members.
  • Develops, executes, and coordinates local club marketing activities.
  • Generates new business through lead management.
  • Maintains current knowledge of marketing campaigns to effectively communicate with members and prospective members.
  • Ensures new members are properly onboarded with a plan to help achieve their health and wellness goals.
  • Consistently achieves or exceeds personal and team sales goals.
• Member Experience
  • Partners with the General Manager to provide a best-in-class, member-centric experience tailored to guest and member needs.
  • Leads by example to provide a clean, friendly, and well-maintained club.
  • Partners with the club Personal Training team to execute company fitness initiatives designed to improve the member experience and meet financial targets.
  • Engages members with various fitness offerings, including personal training, group exercise classes, and 24GO digital content.
  • Resolves member inquiries, concerns, and complaints professionally within corporate and club parameters.
• Organizational Relationships

  The SSM reports to the General Manager. All Sales and Service Experts and Sales and Service Associates report directly to the Sales and Service Manager.

Qualifications

• Knowledge, Skills & Abilities
  • Positive and productive leadership, including motivating, coaching, and communicating with diverse groups.
  • Strong member-centric focus and comfort engaging with members in person.
  • Professional response to requests and inquiries from guests, members, and team members.
  • Strong organizational skills to execute and prioritize multiple tasks.
• Minimum Educational Level/Certifications
  • High School Diploma or GED required.
  • Bachelor’s Degree preferred.
  • Current Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification from an approved organization.
• Minimum Work Experience
  • Prior management experience in the service sales industry leading 4-10 employees preferred.
  • 1-2 years of experience in service sales preferred.
  • Fitness industry experience preferred.

Physical Demands & Work Environment

• Ability to work in a club office, move about club floors and rooms.
• Occasionally required to demonstrate or explain proper physical fitness activities, techniques, and procedures.
• Ability to communicate telephonically with members.
• Ability to access and operate company computer systems, including document preparation, data entry, and interpreting reports.
• Regularly exposed to moving mechanical parts.
• Able to work in a loud environment.
• Ability to work a varied schedule, including extended workdays, weekends, and holidays to support business needs.
• Travel requirement: Availability to travel 10% of the time to attend training and meetings.

Benefits

24 Hour Fitness offers benefit programs designed to meet the diverse needs of all team members, including health coverage and company-paid benefits such as group life and accident insurance. Eligibility requirements apply based on position, hire date, and average hours worked. Benefit-eligible team members may also accrue vacation hours.

• All Employees: Free Club Membership, Employee Assistance Program (EAP), Basic Group Life and AD&D Insurance ($10,000), and 401k Savings and Investment Plan.
• Average of 30 hours or more per week: Medical/Dental/Vision Benefits, Paid Time Off, and Sickness Benefits (in addition to the above).

Pay

Actual offer may vary from the posted hiring range based on location, work experience, and/or education.

Pay Range: $21.00 - $24.00 per hour

Variable Compensation

Team members in this role are eligible to participate in 24 Hour Fitness's Club Team Bonus Plan, Fitness Sales, and Membership Sales Commission Plans. These plans reward exceptional service, incentivize success, and align pay with contributions.