Creative businesses thrive when their operations, people and relationships work in sync. I help you build the structure, focus and accountability that unlock margin, momentum and growth.
DISCOVERY
Discovery is obviously an essential startpoint but this doesn’t need to be cumbersome, lengthy nor expensive. Through good questioning and bespoke frameworks, we can quickly define the challenges and route to first fix.
Uncovering the friction and blockages that limits growth through one of two types of audits – a 2 hr Discovery audit to identify high level issues, and an Audit Deep-dive in readiness for significant change.
Translate insight into outcomes with a prioritised plan, defined milestones and measurable results. In a facilitated workshop, we align on the key priorities, outcomes, ownership and timelines to accelerate meaningful progress.
Diagnostic surveys are a core part of my work. They don’t just show where you stand, they also reveal new angles on tricky problems and spark practical actions you can take today. Explore the surveys for ideas you can use right away.
I engaged Joanna during a critical period of leadership challenge, client loss and declining team confidence. Her swift, rigorous audit produced a clear, actionable plan that restored internal confidence, rescued a key client relationship and stabilised the business at a pivotal moment. Joanna is someone you bring in when things are difficult, complex and emotionally charged — and when you need someone who can see clearly, act decisively, and restore confidence. I would not hesitate to recommend her to any founder or board facing serious operational or leadership challenges.
Jo came in as a Business Operations Consultant and, following an audit, she quickly and decisively understood the structure, processes, and pitfalls of the business. She worked closely with team members to genuinely understand their perspectives, challenges, and ideas, and every conversation felt collaborative, human, and productive. She defined actionable strategies to overcome blockers, drive efficiency, and position us for success.
WHAT I DO
A structure built for flow.
Good business needs a good plan; I can be both a facilitator to help shape a plan, or a sounding board to sharpen your plan.
Flow happens when everyone is focused on roles with clear ownerships. This needs a designed structure and role accountabilities to remove overlaps, gaps and confusions. Clients can access the right expertise when they need it. Trust grows, relationships flourish and margin improves.
I examine different agency models to create lean, frictionless workflows that organise communication flow and enable high value collaboration to deliver target outcomes.
Optimise the accountability-led structure through my proprietary Professional Development framework that goes beyond a digital tool. Comprising goal-based objective setting and coaching people to be strong people managers, it’s a programme that delivers real return on investment.
Working with Joanna during a period of departmental repositioning was great. Together we worked through how to restructure the team, clarify roles, responsibilities, and accountabilities against business goals, and raise the bar on client service. Her strategic judgment is excellent, and the frameworks she shared were practical, clear, and easy to put into action. Just as importantly, Joanna is a joy to work with, thoughtful, curious, and a great listener who asks the right questions, challenges your thinking, and helps you see things from a fresh perspective. She brought clarity, confidence, and real momentum to our work together.
Joanna brings a rare blend of strategic clarity, operational depth, and human leadership. As both an advisor and a senior leader in client services, she partners at the highest levels to shape teams, define roles, and build the structures that enable people to thrive. Her impact goes far beyond delivery. She ensures the right things happen — the decisions that strengthen capability, elevate performance, and create lasting confidence across the organisation. What sets her apart is the way she brings people with her: engaging, empowering, and inspiring teams so the journey feels shared, not imposed.
Drive up commercial performance by being data-centric, reporting-led and outcomes-focussed. This is how agencies are transforming in order to win in 2026 and beyond.
A robust commercial reporting framework comprises a dashboard that tracks your most important financial metrics so you are able to respond quickly to what’s happening in the agency.
Many agencies are transitioning to outcomes-based pricing. I help identify the pricing model/s and coach your team on how to deploy them to advantage.
I coach teams to respect the value of data and reporting eg through behaviours such as good data entry habits, pro-active reporting and how to interpret data so people can pivot plans quickly and effectively.
Joanna helped us to create and implement efficient processes and ways of working that continue to benefit the business. Financial reporting systems, budget calculators, time utilisation trackers and simplifying RFP’s are all in a day’s work for Joanna. Ways of Working manuals and Skills Development guides were as efficiently created. More importantly, Joanna engages the team with change so they can implement a new world order.
As Head of Offer, I brought Joanna in to partner me on improving the business operations in order to hit our targets. She swiftly got under the skin of the challenge, and focused on solutions that genuinely moved the needle and initiated change. From shaping out the business plan, improving our pricing strategy and resource management, she also motivated the team with the team vision and goals. We doubled turnover in year 1, and again in year 2. Not only was the change impressive, but it was carried out with ease and calm. I thoroughly enjoyed working with her.
Turn “growth” from a buzzword into a daily habit to drive up the value of long-term strategic partnerships. These provide enormous value, but there is a strategy to achieve it. I offer a two-part Strategic Partnerships Masterclass that sets the strategy, conditions and behaviours required for high-value partnerships based on your current scale.
Struggling to pass on the cost of your client service team? A natural outcome of the Masterclass is driving up the value of your CST through higher value actions and value definition, so the cost of that critical role stops being challenged.
Unlock the value of your people through coaching and training that is tailored to their career life stage. From setting up newly recruited or promoted seniors & CSD’s for success, working with seasoned professionals seeking fresh perspectives, or coaching mid-level and junior client services, my coaching provides genuine and measurable ROI.
Joanna’s mentorship has been instrumental in my career development. Her deep expertise in the brand design agency space, paired with her sharp commercial acumen and insightful questioning, has been invaluable in shaping my future plans. With her extensive experience in client service, Joanna brings a wealth of ideas to the table, yet always offers an objective perspective, delivering feedback in a sensitive and constructive manner.
I worked with Joanna during a pivotal time for the business, and she quickly became someone I leaned on, learned from, and trusted. Her support, clear guidance, and grounded presence brought stability when everything felt fast and uncertain. Jo always had my back, and helped me grow in ways I didn’t expect, and re-established internal process and client trust in a short time.