Susan Foster
Brisbane,QLD
Summary
Experienced professional with a strong track record of leading high-performing teams and driving organisational growth through strategic initiatives. Directs cross-functional projects that result in substantial process improvements and operational efficiencies. Skilled in fostering collaboration and delivering impactful results through effective leadership and communication.
Overview
19
19
years of professional experience
Work History
Membership and Professional Services Director
Institute of Marine Engineering, Science and Technology (IMarEST)
10.2023 - 01.2025
- Managed and inspired the team accountable for membership, engagement, and professional services delivery
- Drove membership growth (2.5%) and retention (92%) by executing targeted marketing strategies, developing impactful outreach initiatives, and enhancing the value proposition of the organisation for B2C and B2B
- Led the personalised member marketing strategy to support members through their journey with a focus on onboarding, engaging, growing and retaining members
- Ensured member and non-member campaigns were insight-driven, personalised and member-centric
- Developed and managed budgets for membership activities and professional services delivery (2 million)
- Possessed a strong understanding of membership growth, membership value and retention strategies
- Applied strong analytical skills to solve complex problems, utilising data-driven insights to inform strategic decisions
- Implemented effective recruitment campaigns and initiatives, resulting in a significant increase in our diverse member base
- Developed and executed strategies to improve member retention rates by implementing personalised communication tactics, optimising member benefits, and initiating engagement programs
- Devised and managed initiatives for member engagement, resulting in increased member satisfaction (NPS) and participation
- Continuously enhanced the value of professional services offered to members by monitoring industry developments and best practices
- Leveraged networks to secure new clients and partnership opportunities
- Cultivated a high-performing team by implementing performance metrics for consistent evaluation and improvement.
- Provided mentorship, guidance, and opportunities for my teams professional and personal growth.
Head of Membership and Partner Services
Institute of Marine Engineering, Science and Technology (IMarEST)
02.2023 - 10.2023
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Prepared timely and accurate financial reporting and analysis
- Achieved successful client outcomes by identifying and addressing their unique needs and goals (over 250 B2B).
- Prepared a range of written communications, documents, and reports
- Met budget targets through responsible planning and resource allocation
- Developed ongoing programmes using good team communication and collaboration
- Maximised customer engagement and satisfaction by delivering excellent customer service
Head of Member Services
Royal College of General Practitioners (RCGP)
01.2018 - 02.2023
- Efficiently oversaw the successful management and operation of the Member Services department
- Implemented a strategic plan to enhance the performance of the Member Services team
- Ensured the achievement of financial targets by overseeing the membership subscription annual income budget, amounting to £20 million
- Working collaboratively in a matrix format to establish high performing teams, allocate resources effectively, anticipate demand, adapt to changing priorities, and deliver desired outcomes
- Ensured that member communications were consistent with the approved communication plan and met all membership obligations
- Achieved impressive results in monitoring KPIs and surpassing targets for customer service, retention, and recruitment
- Identified and executed projects and research initiatives to contribute to the successful implementation of the organisation's business plan, specifically targeting membership acquisition and retention
- Developed excellent working knowledge of industry trends and improvements in processes
- Updated databases while complying with GDPR regulations
- Engaged with customers to better understand needs and deliver excellent service
- Built and maintained courteous and effective working relationships
- Collaborated with team members to achieve target results
Membership Development Manager
Institution of Mechanical Engineers (IMechE)
01.2015 - 12.2017
- Responsible for day-to-day operations of the institution's Membership Development department
- Maximised customer engagement and satisfaction by delivering excellent customer service
- Prepared timely and accurate financial reporting and analysis monthly
- Took charge of developing efficient plans and played a pivotal role in implementing strong operational processes
- Managed and monitored the annual Subscriptions run
- Managed the coordination of membership audits as a Staff Manager and served on the Institution's Audit Committee
- Managed statistical data for Membership and MPDS to create monthly reports
- Led multiple projects
Membership Applications Manager
Institution of Mechanical Engineers (IMechE)
04.2006 - 01.2015
- Managed and supervised the Membership Applications (8 staff) department, ensuring efficiency within the Institution
- Trained and guided a sizeable team, monitoring their progress and offering constructive feedback on performance
- Fostered productive relationships with key stakeholders
- Consistently met priorities and targets through effective workload planning
- Ensured compliance with established standards
- Documented application procedures and user guides, facilitating knowledge sharing and operational continuity
- Streamlined application support processes, reducing downtime and improving user satisfaction
- Conducted comprehensive application audits, identifying and rectifying inefficiencies for optimised operational performance
Education
Diploma Level 3 - Early Years
Open Study College
London, UK11-2016
Diploma Level 3 - Nursery Management
Open Study College
London, UK07-2016
NVQ Level 3 - Management
Institute of Leadership And Management
London, UK04-2009
Year 12 Certificate -
Ferny Grove State High School
Brisbane, QLD11-1994
Skills
- Business development and planning
- Regulatory Understanding
- Data collection and analysis
- Service Excellence
- Budget Management
- Workflow Streamlining
- Relationship building
- Strategic planning
- Effective Communication Skills
- Strategic Decision-Making
- Team Leadership
Accomplishments
- Drove membership growth by 2% and retention at 92% by executing targeted marketing strategies, developing impactful outreach initiatives, and enhancing the value proposition of the organisation for B2C and B2B.
- My leadership skills are known to inspire and support my team, making them confident and empowered,
- Introduced new systems to streamline our application processes reducing timescales by up to 50%.
- Documented and improved processes and procedures which led to a successful external audit by the regulatory body.
- Supervised a team of 3 direct reports and 3 staff members.
- Achieved budget targets for accreditation and membership income and reduce overall expenditure by 10%
- Successfully implemented a restructure to reduce costs and improve efficiencies.
- Led 2 successful CRM integrations.
DRIVING LICENCE
UK Drivers Licence, soon to be changed to Australian.
Hobbies and Interests
Singing, amateur dramatics, baking, arts and craft and walking my dog.
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Certification
- QLD Driver's License
- Mental Health First Aider
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
HybridRemoteImportant To Me
Work-life balanceFlexible work hoursCompany CultureWork from home optionPersonal development programsHealthcare benefitsInterests
Singing
Baking
Amateur dramatics
Painting and crafts
Walking my dog
Software
Salesforce
Microsoft Dynamics 365
Microsoft Office Package
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Membership and Professional Services Director
Institute of Marine Engineering, Science and Technology (IMarEST)
10.2023 - 01.2025
Head of Membership and Partner Services
Institute of Marine Engineering, Science and Technology (IMarEST)
02.2023 - 10.2023
Head of Member Services
Royal College of General Practitioners (RCGP)
01.2018 - 02.2023
Membership Development Manager
Institution of Mechanical Engineers (IMechE)
01.2015 - 12.2017
Membership Applications Manager
Institution of Mechanical Engineers (IMechE)
04.2006 - 01.2015
Diploma Level 3 - Early Years
Open Study College
Diploma Level 3 - Nursery Management
Open Study College
NVQ Level 3 - Management
Institute of Leadership And Management
Year 12 Certificate -
Ferny Grove State High School
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