Sue Roberts-Smith

Head of Operations @Propertymark

Warwick, GB

Propertymark Ltd is a not-for-profit professional membership body for the property sales and lettings industry with members and a turnover of £8 million. I am responsible for developing and delivering the operations strategy through multi-layered/cross-functional teams covering: customer services, compliance, education & training, events, business development and marketing. Achievements:Developed and implemented an operating model to track performance against strategic objectives.Overseen a major c£1m IT crisis implementation plan, reporting to Board on progress and development.Led industry research program and gained support from Board for a key strategic objective on qualification reform within Propertymark.Responding to customer needs – changed operating model for professional training increasing in year delegates by 40%.Developed key relationships with external stakeholders to re-design critical systems to raise professional standards and to ensure greater compliance with legislation.During pandemic re-focused customer support achieving 35K views over 85 webinars, email open rates up 54%- highly satisfactory feedback from members during this time.Led on the outsourcing of HR and DPO provision.Worked in collaboration with Board to develop strategic pillars and created an internal working group to establish a set of values and behaviours.Implemented staff engagement survey; 70% engagement; 84% empowerment, 78% management support; 81% loyalty. Launched a development program to improve team collaboration - covering performance/conflict management, dysfunctional/disengaged teams & Emotional Intelligence®.

Coventry University

BA Hons Management and Leadership