Since last fall, in line with its strategic plan, CIM has been working towards assembling its team, investing in one of its most valuable tools (and
assets) – its staff.
Currently working to build and/or populate the new association/contact relationship management (CRM) system are CIM’s IT and membership departments, both
of which are newly formed teams.
Focusing on member services
Marjolaine Dugas, CIM’s new director of membership, has her sights set on growth. “The health of an organization like CIM depends on the strength of its
membership base and the organization’s ability to respond to its members’ current and future needs.” It is with this goal in mind that Dugas developed a
concrete plan of action to grow CIM’s membership, increase the overall level of satisfaction and optimize processes.
The team assembled to carry out this plan includes a few familiar faces: membership coordinator Laura Foley, who is responsible for managing the membership
database and ensuring constituents needs and requests are met; Robbie Pillo, newly appointed program coordinator – membership services, to develop and
maintain communications and programs with CIM branches and student chapters; and Jo-Anne Watier, membership assistant, who recently came onboard full time
to manage the retention program and collections.
During the development phase of the CRM, Dugas’ staff has been working hard to ensure a continued level of service. The team is also in the process of
identifying individual and corporate members’ needs and developing innovative programs to fulfil them. No small feat, a new recruit is expected to come on
board shortly to assist with membership initiatives.
In-house IT expertise
“The creation of an IT department within CIM has allowed us to build our internal competences and keep costs down, as we no longer are reliant on outside
sources,” says Gérard Hamel, CIM’s new IT director. “We are becoming self-sufficient and this will help us grow.”
Hamel’s team comprises Lorent Dione, a web programmer-analyst; Martin Doré, a programmer; and Robert Garcia, a computer and applications analyst. Dione is
responsible for developing web applications, including conceptualizing, developing, testing and implementing, as well as overseeing the system after
implementation. Assisting in the conceptualization, development and testing is Dione, who will also be called upon to troubleshoot, research solutions and
carry out diagnostic tests to ensure the new system runs smoothly. Garcia, on the other hand, is tasked with ensuring the day-to-day running of CIM
National’s IT systems, including troubleshooting and managing and maintaining equipment.
While Hamel’s team is busy building the infrastructure, a fourth member (albeit temporary) was needed to tackle the revision of the content of the website,
before it could be transferred to the new site. Hartley Butler George is revising and updating existing content and creating new and original content,
targeting information to specific audiences to ensure that all content is relevant and useful.
With the people in place and systems being developed to support processes, initiatives and future endeavours, CIM is now poised to carry out its strategic
plan, ensuring the Institute’s longevity and increasing relevance to not only its members, but the global mining industry.