Senior Associate

Main Responsibilities

• Provide business and administrative support to the Management Team, assisting the Operations Manager in supervising the Customer Service Team.
• Collaborate and support the Marketing Team to help promote the venue through newsletters, emails, promotional campaigns, and travel updates. Help manage social media channels and website content.
• Oversee and ensure the venue advertised programme is accurate at all times.
• Monitor and update the venue’s Quality Management System (QMS), ensuring all policies, procedures, NOPs, and Risk Assessments are current, reviewed at least annually and correctly filed.
• Generate reports and presentations in Modon’s format, as directed - including event updates, sustainability updates, weekly and monthly financial summaries, and performance metrics.
• Support and ensure the implementation of actions from internal and external audits.
• Manage and ensure all administrative tasks linked to recruitment including onboarding, induction records, training, attendance, sickness are closely monitored and taken up to date and accurate
• Ensure all venue check sheets, paperwork and record-keeping within the relevant QMS sharepoint folder for all staff and venue operations are maintained, accurate and up to date

Finance

• Handle purchase orders and invoice processing, ensuring timely follow-up and payments.
• Ensure payments are received for bookings before events
• Manage Annual and Direct Debit memberships.
• Support Managers, check, administer and fill all site hire agreements, contracts, invoicing.
• Follow proper financial and banking procedures; investigate and report discrepancies.
• Assist with financial reporting, produce monthly performance reports and end-of-year financial processes.

Operational Systems & Technical Support

• Manage customer bike storage operations, including customer communications and payments.
• Monitor sales performance of all sessions, flag underperforming ones, and coordinate with the Head Coach to adjust programming proactively.
• Act as liaison with the venue’s photographer, managing sales reports, scheduling, and invoicing.
• Serve as a supervisor expert of the venue’s IT software and systems.
• Collate data to assess performance, monitoring KPIs, membership trends, session utilization, and direct debit activity.
• Create custom analytical reports using authorized software to support on-site services and internal teams.
• Update and maintain booking data, add sessions in coordination with Sport Manager, and monitor block and holding page booking

Marketing and Communication

• Contribute to the venue’s social media presence by creating posts, engaging with followers, responding to feedback.
• Ensure customer marketing emails, newsletters, and travel updates are timely and accurate.
• Support to maintain the venue’s website, updating session schedules, events calendar regularly.
• Update riders’ completed track accreditations in the system for league tracking.
• Assist with content updates on digital signage throughout the venue.

Customer Service Excellence

• Support setup and execution during major events, including Event Safety Protocols and ECR setup.
• Lead by example to ensure top-quality customer service and safe, cost-effective operations.
• Provide accurate, timely information to visitors, handle complaints, and ensure professional communication through phone, email, and in person.
• Track and respond to customer feedback, manage CRM data, and ensure effective phone and survey responses.
• Supervise front-line interactions by the Customer Services team with customers, visitors, and contractors.
• Monitor call volumes, ensure timely responses, and support reception as needed (e.g. breaks, training).

Compliance & Governance

• Ensure all duties are performed in alignment with Modon’s and Venue’s policies and procedures, including Health & Safety, Equal Opportunities, Financial Regulations, and Environmental Policies.