S/SE Conference Old Thorns Manor Hotel, Liphook 11 May 2015 Andy Shaw Director of Volunteer Support and Business Delivery

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 2013 Difference 2013/2014 Year end 13,902 11,678 19.0% 2015 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

New Members and Leavers 2013 New Members Left Net 11,678 13,972 -2,294 2014 New Members Left Net 13,902 13,707 +195 2015 Membership income ahead of budget.

Recruitment & Retention Member 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

Strategic Plan 2016 -2018 WHO WE ARE/VALUES CONTEXT SETTING - SWOT & PESTLE MISSION Promoting fulfilling lifestyles by providing sport and leisure opportunities 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!