Tom’s journey in the industry is marked by his role as a director and shareholder of What’s Possible Group, the UK’s largest independent full-service media agency. His contributions have been instrumental in building a £100M business, employing over 200 people across the UK, Europe, and the US. His expertise lies in improving client and staff retention within independent media agencies, a crucial aspect for sustainable growth and success.
His approach is grounded in real-world experience, having learned from mistakes and refined processes to organise teams effectively. Tom understands the importance of consistency and continuity in outputs, recognising that gaps in these areas can lead to the loss of clients, talented staff, and ultimately, profits.
Focusing on people and their work processes, Tom has a knack for maintaining positive work cultures and retaining valuable knowledge and experience within growing organisations. He excels in quickly onboarding and optimising new hires, leveraging his experience from leading an agency’s growth from 5 to 200 employees.
Tom’s insights into customer experience are particularly impactful. He identifies poor customer experience as a primary reason for client attrition and staff burnout as a major cause of staff turnover in the industry. To combat these issues, he advocates for a well-oiled machine model, where everyone understands their role and well-defined processes ensure optimisation and a smooth workflow. This approach not only meets client expectations but also fosters consistency and continuity, which are vital for retention.
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