Sales and Service Manager

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, have a strong focus on behaviors that drive member acquisition and retention, and proactively review process and team member effectiveness. The SSM drives both successful guest and member engagement, and attainment of sales revenue goals.

Responsibilities

• Leadership Excellence
  • Hire, train and foster continuous development of all Sales and Service team members.
  • Lead Sales and Service team members to provide members with a full complement of product and service offerings tailored to meet members' individual needs.
  • Model relationship building and product/service offerings, and act as subject matter expert to support all team members in providing guests and members with tailored solutions and experiences.
  • Cultivate Sales and Services team members' skills through continuous assessment, feedback and coaching.
  • Implement and oversee ongoing training to ensure all Sales and Service team members provide exceptional service in a member-centric environment.
  • Regularly share industry updates to complement offerings.
  • Manage overall performance, engagement, and personnel matters for Sales and Service team members.
  • Manage Sales and Services team schedule within budgeted hours to ensure adequate coverage to meet member and guest needs.
  • Responsible for the successful attainment of department targets, including new member sales and fitness revenue, retail and member retention.
• Sales Management & Personal Sales
  • Drive all new sales efforts within the club including new member sales, EFT, Point of Sale (POS) fitness packages, retail, and any club specific sales offerings.
  • Develop business plans and review weekly sales numbers & club statistics with GM to identify potential revenue gaps and modify team execution strategy as necessary.
  • Establish monthly, weekly and daily sales goals for all Sales and Services.
  • Develop, execute and coordinate local club marketing activities.
  • Generate new business through lead management.
  • Maintain current knowledge and awareness of marketing campaigns in order to effectively communicate to members and prospective members.
  • Ensure new members are properly onboarded with a plan to help achieve their intended health and wellness goals.
  • Consistently achieve or exceed personal and team sales goals.
• Member Experience
  • Partner with General Manager (GM) to provide a best-in-class, member-centric experience that is tailored to guest and member needs.
  • Lead by example to provide a clean, friendly, well-maintained club to members and guests.
  • Partner with club Personal Training team to execute company fitness initiatives designed to improve the overall member experience and meet club financial targets.
  • Engage members with various fitness offerings including personal training, group exercise classes and 24GO digital content.
  • Resolve member inquiries, concerns, and complaints in a professional manner within 24 Hour Fitness corporate and club parameters.

Qualifications

• Knowledge, Skills & Abilities
  • Positive and productive leadership, including motivating, coaching, and communicating with diverse groups.
  • Strong member-centric focus and comfortable 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) from approved organization.
• Minimum Work Experience And Qualifications
  • Prior management experience in service sales industry leading 4–10 employees preferred.
  • 1–2 years of experience in service sales preferred.
  • Fitness industry experience preferred.
• Physical Demands/Environmental Conditions
  • Ability to work in 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, read and interpret general and financial reports from a computer database or email system.
  • While performing the duties of this job, regularly exposed to moving mechanical parts.
  • Ability to work a varied schedule to support the needs of the business, including frequent extended workdays, weekends, and holidays may be required.
  • Able to work in a loud environment.
  • Availability to travel 10% of the time to attend training and meetings.

Benefits

• Free Club Membership for all team members and their eligible dependents.
• Employee Assistance Program (EAP).
• Basic Group Life and AD&D Insurance ($10,000).
• 401k Savings and Investment Plan.
• Medical/Dental/Vision Benefits for team members averaging 30 hours or more per week.
• Paid Time Off and Sickness Benefits for team members averaging 30 hours or more per week.

Pay

Pay Range: $21.00 – $24.00 per hour.