Sales and Service Manager

24 Hour Fitness; Issaquah (WA); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Free Club Membership

Health coverage

401k plan

Job summary

24 Hour Fitness is seeking a Sales and Service Manager (SSM) to lead the club’s Sales and Service team and deliver a best-in-class guest experience. You will hire, train, and coach staff, drive member acquisition and retention, and manage revenue targets across memberships, fitness services, and retail.

The SSM partners with the GM to ensure a clean, welcoming club, executes fitness initiatives, and actively engages members through classes and digital offerings.

Qualifications

• Proven leadership and people-management skills.
• Strong member-centric focus and customer engagement.
• Ability to train, coach, and develop staff.
• Excellent organizational skills with multi-tasking ability.

Responsibilities

• Lead and develop Sales and Service team members for a full product/service mix.
• Drive new member sales, EFT, POS packages, retail, and club offerings.
• Set monthly/weekly/daily sales goals and monitor performance with GM.
• Coordinate local club marketing activities and lead management.
• Ensure onboarding plans help members achieve health goals.
• Maintain a clean, welcoming club environment and respond to member inquiries.

Skills

Leadership

Member-centric

Coaching

Communication

Organization

Education

High School Diploma or GED

Bachelor's Degree preferred

CPR/AED certified

Job description

Full-Time

Full-time

Location

5712 E Lake Sammamish Pkwy SE 200 Issaquah WA 98029

Job Summary

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.

Essential Duties & 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 members' individual needs. Models relationship building and product/service offerings, and acts as subject matter expert to support all team members in providing guests and members with tailored solutions and experiences.
• Cultivates Sales and Services team members' skills through continuous assessment, feedback and coaching.
• Implements and oversees ongoing training to ensure all Sales and Service team members provide exceptional service in a member-centric environment. Regularly shares industry updates to complement offerings.
• Manages overall performance, engagement, and personnel matters for Sales and Service team members.
• Manages 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

• Drives 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.
• Develops business plans and review weekly sales numbers & club statistics with GM to identify potential revenue gaps and modify team execution strategy as necessary.
• Establishes monthly, weekly and daily sales goals for all Sales and Services
• Develops, executes and coordinates local club marketing activities.
• Generates new business through lead management
• Maintains current knowledge and awareness of marketing campaigns in order to effectively communicate to members and prospective members.
• Ensures new members are properly on-boarded with a plan to help achieve their intended health and wellness goals.
• Consistently achieves or exceeds 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.

ORGANIZATION RELATIONSHIPS

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

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 empower earning potential by aligning pay with your contributions.

Qualifications

Knowledge, Skills & Abilities

• Positive and productive leadership, including motivating, coaching, and communicating with diverse groups
• Possess a strong member centric focus and is comfortable in engaging with members in person.
• Responds professionally to requests and inquiries from guests, members and team members.
• Possesses 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 data base or email system
• While performing the duties of this job, the team member will be 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

Travel Requirement

• Availability to travel 10% of the time to attend training and meetings

DISCLAIMER

This job description is intended to describe the general job functions and requirements for this position. This is not intended to be an exhaustive list of all the qualifications, responsibilities, duties, and skills required. 24 Hour Fitness reserves the right to modify, add, or remove duties as necessary.

Benefits Summary

24 Hour Fitness offers benefit programs designed to meet the diverse needs of all team members, including health coverage, as well as Company paid benefits that are automatically provided at no cost, such as group life and accident insurance. There are eligibility requirements for each plan based on your position, hire and/or service date and your average hours worked. Benefit eligible team members may also accrue vacation hours. All 24 Hour Team members, and their eligible dependents, receive a complimentary membership.

Compensation Summary

All Employees: Free Club Membership, Employee Assistance Program (EAP), Basic Group Live and AD&DD 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).

Accrue 1 hour of sick time for every 30 hours worked.

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

Pay Range: $20.00 - $23.00

FUNCTIONAL GROUP

Club Management