Heather Tyrrell, CAE

Heather Tyrrell, CAE

Experienced Association Manager

Work History

Work History
Apr 2003 - Jun 2014

Director, Member Services

Canadian Association of Chain Drug Stores

Managing day-to-day operations related to member services, including outreach and engagement, service and program development, targeted marketing initiatives, benchmarking and implementation of best practices

Leading the activities and responsibilities of the Membership and Events Team(six staff reports)

Maintained the membership database and providing accurate and timely reporting, including developing and managing membership and events budgets

Identifying new non-dues revenue-generating opportunities to improve organization's financial picture

Managing external stakeholder relationships through networking, participation in industry-related events and membership on external committees

Providing ongoing assessment of market trends, research and validation of program offerings for members and associates, as well as recommendations for leading-edge and value-driven offers:

Consistent track record in meeting annual revenue generation targets($3 million) Responsible for member retention rate 90%, recruitment 10% and member satisfaction(“ 4” out of“ 5” for overall member services) up to and including 2013

Developed and produced the organization's first Board Orientation Manual Led the research and implementation of a new association management system for membership, events and member relations

Developed first formal Member Communications Plan resulting in a successful marketing program for conferences and early registrations

Raised $500,000 in non-dues funds to support a web-based program for members to deliver patient services

Created and executed revitalized and enhanced conference programs to drive continual improvements

Researched and developed a proposed plan for the organization's first Affinity Program(acknowledged by the Board of Directors and defined as a future priority)

Researched, developed and successfully implemented the organization's first Corporate Partnership Program, resulting in improved value for Associates and a new revenue stream for the organization

Provided input to the by-laws and governance restructuring around the new status of associates

Apr 1992 - Nov 2001

National Trade Relations Manager

GlaxoSmithKline

Introduced the position to the organization, successfully and seamlessly transitioning customers to new drug formats

Exceeded customer service expectations with pharmacies and met annual sales target

Sep 1987 - Apr 1992

Pharmacy Technician

The Hospital for Sick Children
Pharmacy Technician

Education

Education
1987

Diploma

Humber College
1986

Bachelor of Business Economics

Brock University

Skills

Skills

MEMEBERSHIP RECRUITMENT AND RETENTION

STRATEGIC PLANNING AND BUDGETING

EVENT PLANNING AND MANAGEMENT

SPONSORSHIP AND AFFINITY PROGRAM DEVELOPMENT

PROGRAM AND PROJECT MANAGEMENT

Certifications

Certifications
May 2014 - Present

Certified Association Executive

Canadian Society of Association Executives

Affiliations

Canadian Society of Association Executives – Member, Trillium Chapter
Association of Fundraising Professionals – Member, Toronto Chapter
Project Management Institute – Member, Southern Ontario Chapter
George Brown College – enrolled in Instructing Adults Certificate Program

Interests and Activities

Running, cycling, lifelong learning