Andy Shaw

Director of Volunteer Support and Business Delivery

S/SE ConferenceOld Thorns Manor Hotel, Liphook

11 May 2015

Mission Statement

Promoting fulfilling lifestyles by providing sport and leisure opportunities.

Topics

• Financial performance 2014 – CSSC Ltd

• Recruitment & Retention - 2014

• Expansion of Membership Recruitment Team

• New Strategic Plan 2016-2018

Topics

• New website

• Highlights of 2014

• 2015 – Some priorities

Financial performance – CSSC Ltd

• 2012 operating deficit of £545k

• 2013 operating deficit of £144k

• 2014 operating deficit of £102k

• Jan - Mar 2015 – ahead of budget

Recruitment & Retention

2014 headlines•Total membership end 2013 – 115,986•Total membership end 2014 – 116,181 •Held total membership static for first time in 12 years (except 2010) •Number of new members recruited in 2014 up on 2013

Recruitment of New Members 2014 & 2015

2014 2013 Difference 2013/2014

Year end 13,902 11,678 19.0%

2015 2014 Difference 2014/2015

January 1,307 1,161 12.6%

February 1,077 1,242 -13.3%

March 1,620 1,339 21.0%

Q1 2015 Total 4,004 3,742 12.6%

2014

2015

New Members and Leavers

New Members Left Net

11,678 13,972 -2,294

New Members Left Net

13,902 13,707 +195

2013

2014

2015Membership income ahead of budget.

Recruitment & RetentionMember Get Member (started July 2011)

• 2014 – 3,642• 2013 – 2,619 = up 39.1% on 2013• 26.2% of new members recruited through MGM in

2014 • Sep 2013 increased incentive from £5 to £10 • 97.1% retention rate of MGM recruited within 1 year

Recruitment & Retention

Linked Membership (started July 2011)

• 2014 – 1,267• 2013 – 1,221 = up 3.8% on 2013• 25.8% of members recruited in 2014 through

MGM scheme are LM• Review

Recruitment & Retention

Public Sector

• 2014 total PS – 2,399 • 2013 total PS – 1,848 = up 29.8% on 2013

Recruitment & Retention

• Marketing Executive – Retention

• Retention action plan:– Cancellation survey– My CSP– Approaching retirement campaign– Office Champions

Expansion of Membership Recruitment Team

• Recruitment Executive North West – Henry Jeffers

• Recruitment Executive London –

Suzanna Kane

• Telesales Executive –

Charlotte Richardson

WHO WE ARE/VALUES

CONTEXT SETTING - SWOT & PESTLE

MISSIONPromoting fulfilling lifestyles by providing sport and leisure opportunities

Strategic Plan 2016 -2018

RECRUITMENT & RETENTION

STAKEHOLDER ENGAGEMENT

OUR OFFER TO OUR MEMBERS

INCOME GROWTH & ASSET

MANAGEMENT

GOVERNANCE & ACCOUNTABILITY

HEAD OFFICE STAFF

New Website• Update on progress• What we can expect:

– Online joining, re-joining and renewals– Registering & paying for events online– My CSSC Page – the ability for members to update their personal

profile page– New database providing more accurate & up to date information

New Website

– Quick & easy access to services– A clean, crisp, fresh design– Online learning for volunteers (e.g. managing

events safely)– A wider selection of cinema e-tickets (OLS)

Highlights of 2014

• Membership stabilising

• Increasingly positive tone across CSSC

• Positive group financial results

• Appointment of Regional Diversity Champions

Highlights of 2014

• HO staff gaining qualifications in volunteer management

• Members relatively happy – but no room for complacency

• Volunteering going well – delivery and support

2015 – Some priorities

• Growing membership• Delivering new website• Completing delivery of the current Strategic Plan• Creating the new Strategic Plan 2016 – 2018• Delivering volunteer support initiatives• Developing sport & physical activity in CSSC• Expanding our portfolio of national member

benefits

2015 – Some priorities

• Achieving greater clarity around expectations• Rolling out Quality Street• Investing in sport, taster days and other

initiatives• Annual Conference• CSSC Games

Questions

•Any questions?

Thank you!