Chief Operating Officer

Key achievements

• Senior client lead across every active agency account. I owned the brief, managed delivery, chaired status reviews and QBRs, and was the first point of escalation.

• Managed the entire retainer portfolio with full P&L accountability: SOW governance, retainer billing, pricing and effort estimation, scope change management, and account-level margin.

• Drove organic account growth through structured upsell conversations, scope expansion, and cross-sell into new service lines; converted project clients to retainer relationships.

• Led a cross-functional delivery team of 20+ across creative, strategy, copy, AV, performance, digital and events, plus a managed bench of freelance and agency partners.

• Built the agency’s first client health dashboard, a live view of account RAG status, retainer utilisation, revenue pipeline and churn risk.

• Drove new business pitch development across FMCG, Real Estate and Government verticals; owned pitch narrative, positioning and senior stakeholder presentation.

• Retained 100% of active retainer accounts through consistent delivery quality, proactive communication and alignment with client commercial objectives.

What this proves

• Can run operating cadence across delivery, servicing, operations and growth

• Builds KPI visibility, reporting rhythm and leadership review structures

• Aligns founders, teams, resources and priorities around execution

• Turns strategy into follow-through across multiple stakeholders