Rachel Myers
Business Support Manager @Nfrc
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WORK HISTORY
Business Support Manager @Nfrc
London, GB
I am an experienced membership and business support professional with a strong background in trade associations, customer service, and operational management. Currently working within the National Federation of Roofing Contractors (NFRC), I support and enhance membership services, oversee CRM/database management, and ensure efficient helpdesk operations.With over a decade of experience in membership engagement, recruitment, and retention, I have developed a proven ability to build strong relationships with members, deliver excellent customer support, and drive process improvements that enhance efficiency and service quality. My work spans supporting SMEs and large corporates, managing ISO9001 processes, and collaborating with senior leadership to align operational delivery with strategic goals.Key strengths include:Membership engagement, retention, and recruitment strategyCRM and data management (implementation, development, and optimisation)Customer service leadership and complaints handlingBusiness process improvement and workflow efficiencyStakeholder engagement with government, industry, and partner organisationsEvent and meeting support, including administration and reportingI am passionate about creating smooth, professional membership journeys and building value for members through clear communication, strong support, and continuous improvement.
EDUCATION
University of East London
HND, Science (Applied Biology)
Kingston University
BSc, Applied Science (Biomedical Science)
Edmonton County School
High School
SKILLS
ABOUT RACHEL MYERS
Experienced membership and operations professional with a strong background in stakeholder engagement, customer support, CRM management, and data-driven membership strategy. Currently supporting NFRC’s Helpdesk as the first point of contact for member and business enquiries, ensuring smooth administration of membership services, CRM integrity, and consistent, high-quality communication.Previously, I led membership engagement, retention, and recruitment at the Home Builders Federation (HBF), delivering strategic improvements across communication, onboarding, survey delivery, and CRM processes. My work was driven by a commitment to member satisfaction, operational efficiency, and creating value for both full and associate members.I bring a collaborative and proactive approach to everything I do, drawing on strengths in relationship management, workflow optimisation, CRM systems (including Microsoft Dynamics), and clear, engaging communication. With a degree in Biomedical Science and a track record of working across research, technology, and commercial sectors, I combine analytical skills with people-first thinking to deliver meaningful impact in member-led organisations.
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