I am a client service and account management specialist with 20 years’ experience across agencies, rights-holders and in-house teams. I have held senior client service roles at some of the world’s most recognised organisations including Havas, the BBC, Sony Music, and Universal Music.

I am deeply interested in people and the relationships that underpin effective client service.

Throughout my career, I’ve seen that sustainable performance comes from combining human connection, clarity and trust with well-designed processes. As AI and automation play a growing role in how teams work, those human elements of judgement, connection and context, become more important than ever.

Having worked across every aspect of the client-agency relationship, I understand the realities client service teams face; where pressure builds, confidence erodes, and issues truly originate. Alongside my professional experience, periods away from work – including two maternity leaves – forced me to step back and take stock, and gave me a valuable perspective. That distance sharpened my ability to recognise the patterns beneath the surface, particularly how behaviours and expectations interact under pressure and shape performance over time.

Today, ARMA brings this experience together into focused, practical work that helps teams think differently, lead with clarity and work with confidence – driving stronger results, improved client retention and sustainable growth.