Brighton, England, United Kingdom
15+ Years in agency life has given me the chance to grow with the industry as it has changed, and to keep adapting to what businesses, markets, and clients need most. My experience has taken me across finance, commercial operations, ERP implementation, and global programme delivery, and today I lead operations across EMEA as part of the senior leadership team. That range of experience shapes how I work every day. I focus on delivery quality across engagements, capacity and hiring strategy, and the adoption of tools and systems that better connect how we scope, sell, and deliver. A big part of my role is also helping teams work more efficiently, using automation and smarter ways of operating so they can spend less time on process and more time creating value. Alongside leading operations today, I am focused on how we evolve for tomorrow. That means helping build the frameworks, technology, and operating model needed to move from selling hours to selling outcomes, with AI-augmented teams, more standardised value driven deliverables, and better connected systems underneath. Through iX Accelerator, we have developed proprietary AI systems that clients have embedded into their marketing operations, delivering real insight and measurable business impact. Alongside that, we are also building custom AI solutions shaped around the specific needs of each client. Looking ahead, I believe operations leaders have a critical role to play in shaping what comes next. The advantage will not come from knowledge alone, but from critical thinking, orchestration, and the ability to bring together the right people, tools, and intelligence to solve problems that do not yet have a playbook. I have always been motivated by finding practical solutions and helping people move towards what is next. Right now, that means shaping a more future-ready professional services business in a world increasingly shaped by AI.
Part of the senior leadership team, leading operations across EMEA with responsibility and leading teams across Delivery, AI & Automation, Data, Product & Engineering, and SEO. Performing and transforming at the same time. Maintaining delivery excellence while redesigning the operating model for a professional services business that sells outcomes, not hours. -Accountable for delivery quality and governance across all client engagements, the standards, the escalation paths, the consistency -Owning capacity planning and hiring strategy to keep teams right-sized, skilled, and sustainable -Unifying resources across all iCrossing offices globally, ensuring every client has access to the best talent regardless of location. We operate as one team, deliver as one team -Productising our services into standardised, scalable deliverables with linked pricing, resourcing, and SOW generation, one source of truth from scoping through to finance -Leading the introduction of digital employees into channel teams, governed, specialist-trained, deployed with accountability -Overseeing the classification and future-state roadmap for our proprietary technology portfolio, building toward connected agentic managed services -Driving tool strategy and systems implementation, evaluating, selecting, and connecting platforms across CRM, project management, contracts, and finance to eliminate manual handoffs -Leading structured change management across the business, from exec alignment to role-specific evolution plans -Shifting commercial conversations from rate cards to value, with the data infrastructure to back it up
Account and delivery lead on digital transformation programmes for major global brands across our US business. Discovery, planning, CX design, martech implementation, and change management. Led teams and built global delivery programmes from the ground up, establishing the operational frameworks that became the agency's standard for delivery excellence. Training, process standardisation, automation, and continuous improvement, creating a consistent quality bar that worked across markets and disciplines. Returned to EMEA in September 2024 to lead the operational transformation of the business.
Commercial & Operations Management: Oversaw daily operations of service teams, driving enhancements in delivery and commercial outcomes. Analysed business strategies and conducted commercial planning to boost profitability and operational efficiencies. EMEA Netsuite Administrator ERP Implementation: EMEA lead role on the global rollout of NetSuite OneWorld to the whole agency. System and Data Integrity: Ensured the accuracy and security of business data, supporting a diverse employee base across Europe with tailored system access and solutions. Reporting and System Enhancements: Developed automated reporting systems and built custom solutions that enhanced decision-making and operational transparency. Managed system updates and training, keeping technology practices current and effective.