What are the responsibilities and job description for the SALES AND SERVICE MANAGER position at 24 Hour Fitness, INC.?
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 & RESPONSIBILTIES
- 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
- 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.
- FUNCTIONAL GROUP
- Club Management
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.
