Duty Manager

Job PurposeTo oversee and ensure smooth day-to-day operations of the Velodrome, combining administrative, financial, and technical responsibilities with strong leadership and customer service delivery. The Duty Manager will ensure the highest safety standards, operational readiness, and customer care while supporting the development of sport programs, events, and community initiatives.Key ResponsibilitiesOperations & Administrative SupportProvide business, administrative, and operational support to the Management Team.Assist the Operations Manager in supervising the Customer Service Team.Oversee accuracy of the Velodrome’s advertised programmes and booking systems.Monitor and update the venue’s Quality Management System (QMS), ensuring all policies, procedures, NOPs, and Risk Assessments are current, reviewed annually, and correctly filed.Generate operational and performance reports and presentations, including financial, sustainability, safety, and event updates.Manage administrative tasks linked to recruitment, onboarding, training, attendance, and sickness records.Ensure venue check sheets, paperwork, and record-keeping are maintained, accurate, and up to date.Support planning, setup, and execution of local, national, and international events, ensuring venue readiness.Manage incident and emergency response, coordinating with medical teams, and ensure proper post-incident reporting.FinanceHandle purchase orders, invoice processing, and follow-up on payments.Manage membership payments, bookings, and revenue collection before events.Support Managers with hire agreements, contracts, and invoicing.Follow financial and banking procedures, investigating and reporting discrepancies.Assist with financial reporting, monthly performance reports, and end-of-year financial processes.Operational Systems & Technical SupportOversee customer bike storage operations and rental equipment maintenance.Monitor session sales, identify underperforming programmes, and coordinate adjustments with the Head Coach.Serve as a lead user for IT/software systems supporting bookings, memberships, and performance tracking.Collate and analyse data on customer participation, KPIs, membership growth, and session utilization.Support event technology, including timing systems, scoreboards, and digital signage.Create analytical reports using authorized software to support on-site services and internal teams.Update and maintain booking data and session schedules in coordination with Sport Manager.Marketing & CommunicationsContribute to the venue’s social media presence, creating posts and engaging with the cycling community.Ensure customer marketing emails, newsletters, and travel updates are timely and accurate.Maintain the venue’s website, updating session schedules and events calendar.Update riders’ completed track accreditations in the system.Assist with content updates on digital signage throughout the venue.Customer Service ExcellenceSupport setup and execution during major events, including safety protocols.Lead by example to ensure top-quality customer service and safe, cost-effective operations.Handle visitor communication, feedback, and complaints professionally.Track and respond to customer feedback, manage CRM data, and ensure effective phone and survey responses.Supervise Customer Service team interactions with visitors and contractors.Monitor call volumes and support reception as needed.Promote inclusivity and accessibility initiatives, including support for People of Determination.Track customer satisfaction trends and propose service improvements.Compliance & GovernanceEnsure operations follow Modon’s and Venue’s policies, procedures, Health & Safety, Equality standards, Financial Regulations, and Environmental Policies.Support internal and external audits with accurate records and corrective actions.QualificationsRelated business qualification (Essential): Bachelor’s degree or Postgraduate diploma.Fluent in English (other languages are a plus).Cycling Coaching Qualifications or technical qualifications are preferred.Health and Safety Certification.First Aid at Work and Defibrillator training preferred.Event management and/or venue operations qualifications are an advantage.Experience & Competencies3–6 years of experience in business support, administrative roles, or operations.Strong leadership and people management skills, including supervising staff and line management.Experience in UAE/Gulf region preferred.Budgeting and financial administration experience, including bookkeeping, cash handling, and invoice processing.Proven experience in customer service, CRM management, and handling feedback or complaints.Experience working with internal & external contractors.Knowledge of operational systems, IT/software for bookings and memberships, and event technology.Experience planning, setting up, and executing events and venue activities.Excellent Health & Safety working practices and compliance with procedures and guidelines.Cultural sensitivity and commitment to inclusivity.Flexibility to work evenings, weekends, and extended shifts during events.Previous experience in consulting firms, finance, government-related sectors, or leisure industry is a bonus.