Annual Report Year In Review

Transcription

1 Annual Report 2017 Year In Review

2 Message from the Chair Rob DePetris, Chair of the Board There is one word I would use to describe this year incredible! CAA Niagara achieved record-setting membership and financial results because of the strong commitment the Board and the employees have to the ongoing success of this organization. I recognize and thank the Board Members for their dedication and outstanding leadership during this year of transition at CAA Niagara. Our Leadership Committee, although faced with new challenges, provided unwavering strategic direction. This year we say goodbye and thank you to our Board Member, Robin Ridesic and welcome Lyndsay Gazzard. We appreciate Robin s dedication and vision and anticipate great things from Lyndsay. I congratulate Peter Van Hezewyk on his promotion to President and CEO. Peter has more than 25 years of customer experience in financial services, loyalty and telecom, and was among more than 150 applicants for the job. Message from the President Peter Van Hezewyk, President & CEO I can t believe it s been almost a year since I joined the CAA Niagara team. I m incredibly honoured and humbled to work for an organization that really feels like a family. I m particularly impressed with our 165 employees who are engaged and energized while serving our 125,000 Members every day. They make coming into work each day rewarding. CAA Niagara had a very successful year. Membership grew 3.2%, just shy of the 125,000 Member milestone, and retention topped 90%. Record travel sales generated a revenue of $2.4 million, up 12.3%. There was great momentum this year with strong creativity in marketing activities such as Member Exclusive Limited Time Offers, our Savings Squad and the launch of our Family Membership will be the year of engagement and I am working with our dedicated Senior Management team to develop an overarching plan to engage Employees, Members, Rewards Partners and our Community. As 2018 unfolds, we will continue to build on our financial success and show Membership is truly rewarding. 2016/2017 Board of Directors Senior Management Team Peter Van Hezewyk President & CEO Rick Mauro VP, Marketing & Public Relations Doug Stones VP, Finance Bill Willard VP, Automotive Yvonne Nasri Director, Member Experience Kevin Ruthven Director, Information Technology Christine Manuel Associate Director, Human Resources Back Row (from left): Lyndsay Gazzard, Michael Goodale, Richard Halinda, Adam Cook, Bruno Iafrate Front Row: Sharon Broderick (Past-Chair), Rob DePetris (Chair), Gord Hunchak (Vice-Chair), Janice Thomson Management Team Tom Banks Fleet Supervisor Lisa Boardman Manager, Travel Products Tammy Collins-Rivers Manager, Member Services Anne Frank Branch Manager, Thorold Amanda Fletcher Manager, Marketing & Brand Pedro Gerdes Branch Manager, Niagara Falls Tracy Haymes Branch Manager, Welland Dolores Jasmin Member Services Supervisor Leslie Kwok Manager, Accounting Services Sue McComb Manager, Contact Centre Johanne Ottens Branch Manager, St. Catharines Lee Ricker Manager, Fleet Centre Operations Lois Sarkisian Manager, Group Tours Bill Tripp Fleet Supervisor Ron Vietgen Branch Manager, Grimsby Jennifer Warren Manager, Digital Initiatives

3 What s New at CAA Family Plus Membership For only $19.95 per month, CAA Niagara Members can now protect all the drivers in their household with the new Family Plus Membership. This Membership package includes: CAA Plus coverage for everyone living under the same roof and $40 of rewards partner freebies at sign up. Savings Squad To demonstrate just how rewarding Membership can be, we launched our CAA Savings Squad. Throughout the summer, the Savings Squad attended events across Niagara and, using wireless tablets, entered more than 5,000 Members into our Summer of Savings Contest. Photo: CAA Savings Squad on site at St. Catharines Wing Fest with Dunkin from the Niagara River Lions. New Website Launched in early March, the redesigned CAA Niagara website is proving to be a huge success. With a fresh look and revised functionality, the website has seen close to a 20% increase in traffic and a 10% lift in overall online sales. Battery Testers & Debit Machines To provide more efficient and timely battery testing, road service switched to B2Q testers. In seconds, tests are automatically performed and results displayed. This proved beneficial, as battery sales were up 24%. Also new, all fleet vehicles were equipped with debit machines to provide multiple payment options for greater Member convenience. Photo: Peter Van Hezewyk with Ryan Bezan and Lawren Allcorn. Photos: CAA Skate Day, Fleet Centre, Distracted Driving Event at the Seaway Mall

4 In the Community Distracted Driving Derby In August, our first annual Distracted Driving Derby attracted more than 20 local celebrities to the Pen Centre and gained substantial media coverage on very important road safety topics. Photo: MP Chris Bittle, left, and AAPEX Driving Academy owner Christine Raby, pedal in their cars Member Movie Morning In April, we hosted our annual Member Movie Morning at Landmark Cinemas at the Pen Centre. For a $2-per-person donation to the Tender Wishes Foundation, over 300 Members enjoyed the movie. Photo: CAA Niagara employees ready for an exciting #CAAMovieMorning event! IceDogs Show Your Card & Win New this year, CAA Members were asked to wave their Membership cards during the second period of all Niagara IceDogs home games for a chance to win a $100 gift card from a CAA Rewards partner. Slow Down, Move Over For Tow Safety Week in August, CAA roadside assistance drivers added bright yellow Slow Down Move Over flags to all 40 trucks as a reminder for motorists to give them a safe place to work. Photo: Dan Sider Jr. holds a yellow flag in support of Tow Safety Week Photos: Meals on Wheels Donation, Boo at the Zoo, No Fixed Address

5 Achievements New partners for the CAA Rewards program CAA Niagara s Rewards program is just another way we are adding more value to Membership. Our Rewards program is continually growing, with the addition of 13 new local partners and five national partners in 2017: A1 Flooring Bird Kingdom Canada Golf Card escoot Niagara Hakim Optical Niagara River Cruise Niagara River Lions Niagara Vintage Wine Tours Service Experts of Niagara Sky Zone The Club at White Oaks The Group Tix Company Inc. Uhaul Member Exclusive Limited Time Offers Travel Successes More than 10,000 Members saved in excess of $100,000 through our Limited Time Offers. Some of our deals of the month included $2 ice cream cones at Marble Slab Creamery in March, Toonie Tuesdays at Valet Car Wash in May and $5 entry to Bissell s Hideaway every Tuesday in August. Our travel agents were extremely busy this past year, as CAA Travel continues to grow by offering our Members an array of services: Total revenue was up 12.3% from last year, with a total revenue of $2.4 million With the new and improved website, our online sales were up 72.8%

6 By the Numbers 124,610 MEMBERS 3.2% ,469 New Local Rewards Partners New National Rewards Partners Member Exclusive Events Contest Entries 2.4 Million FLEET KILOMETRES DRIVEN 83,386 Roadside Rescues 3,198 24% CAA Batteries Sold 15,859 HOME & AUTO POLICIES IN FORCE ,773 1,691 Community Events Attended Advocacy Events Memberships Donated Locally Day Tours Multi-Day Tours Passengers International Driving Permits Sold $2.4 Million 12.3% TOTAL TRAVEL REVENUE 310, , Million Website Visits s Opened Facebook Impressions Connect With Us caaniagara.ca Grimsby 155 Main St East St. Catharines 76 Lake St /CAANiagara CAA Niagara Thorold - Head Office 3271 Schmon Parkway Niagara Falls 6788 Thorold Stone Rd Welland 440