One of the first projects I developed was the CCTA Member Health Check. I wanted a clear and consistent way to understand how each member was engaging with us, not just at renewal time but throughout the year. The Health Check considers when a member joined, whether their main contact details are current, and how actively they are interacting with our communications and events. It highlights potential triggers, for example, if open rates are dropping or if a contact has not been in touch for a while, so we can reach out before disengagement sets in.

It is not about numbers for the sake of numbers; it is about relationships. The Health Check helps me see where a friendly message or extra support might be useful. Sometimes it is as simple as reminding a member about an upcoming event or sharing a new resource that could help. Other times, it is about reconnecting with someone who has been too busy to make the most of what is available.

Month by month, this approach is giving us clearer insight into the member journey, and it is already making a difference. Engagement is more consistent, feedback is more informed, and we are spotting opportunities to add value earlier on.

One of my favourite parts of the role is welcoming each new member to the association. Every introduction feels like a chance to showcase everything the CCTA stands for: a supportive network, practical resources, and a genuine sense of belonging.

I have worked to make the onboarding process more personal. Every new member receives a tailored welcome email with links to key services, upcoming events, and information on how to get started with the CCTA Academy if they wish to join. It is a small gesture, but it helps each member feel part of the community from the very beginning.

It is also about helping the member find their place within the association. Whether joining from a large organisation or a small start-up, I want every member to feel that their voice matters and that the CCTA is here to support them as they grow and succeed.

CCTA Academy has become a huge part of how we support the member, and I have loved being involved with it this year. CCTA Academy offers structured learning pathways, expert led training, and a wide range of resources to help the member stay informed and compliant in an ever-changing regulatory environment.

My role involves enrolling each new member, sending welcome details, and helping them find the training that suits their goals. Beyond that, I have been inspired by how the member uses the Academy to upskill teams, increase confidence, and share knowledge across their organisation.

It has been rewarding to see people not only complete training but engage with the wider CCTA community afterwards. The platform has become a bridge, connecting learning with real professional development, turning education into action.

A big part of my day-to-day work involves direct contact with the member. I regularly email and speak with individual organisations to offer help, answer questions, and provide support tailored to their needs.

Sometimes that means clarifying membership details or helping them make the most of the benefits available. Other times, it involves listening to their challenges and connecting them with the right CCTA resources or people who can assist further. These one-to-one interactions are some of the most rewarding parts of my role. They allow me to build genuine relationships and ensure that each member feels valued and supported.

Through these conversations, I have learned just how diverse and dynamic our members are. Every organisation has a unique story, and it is a privilege to be part of that journey.

As I look back on my first year, I am proud of what has been achieved: introducing the Health Check, supporting the growth of CCTA Academy, welcoming new members, and strengthening engagement across the association.

Reflecting on the year, what stands out most is the progress we have made together and the enthusiasm in shaping the CCTA community. Their ideas, feedback, and willingness to collaborate have been key to everything we’ve accomplished.

Looking ahead, I am excited to keep building on this foundation. I plan to refine the Health Check to offer deeper insights, expand Academy participation, and create new opportunities for the member to connect, learn, and collaborate.

The credit industry is evolving quickly, and so are the needs of our member. My goal is to make sure that every CCTA member, whether they have just joined or been with us for many years, feels valued, supported, and confident about the future.

It has been a busy and inspiring first year, and I cannot wait to see what the next one brings.