Operational Clarity for Agencies

I help founders with optimizing systems, project delivery, resource planning & PROFIT management - so they can focus on growth + output.

START A CONVERSATION

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PROFITABILITY

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RESOURCE & CAPACITY MANAGEMENT

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PROJECT DELIVERY

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AI ADAPTED WORKFLOWS

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SCOPE + PRICING STRATEGY

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PITCH TO PROJECT INITIATION

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MAXIMIZE EBITDA

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SOP DOCUMENTATION

• PROFITABILITY • RESOURCE & CAPACITY MANAGEMENT • PROJECT DELIVERY • AI ADAPTED WORKFLOWS • SCOPE + PRICING STRATEGY • PITCH TO PROJECT INITIATION • MAXIMIZE EBITDA • SOP DOCUMENTATION

Ops leadership,
on your terms.

Hey! I’m Lucy.

I’ve been working in creative agencies for over 15 years, most recently as Director of Agency Operations at MMGY Origin. My niche expertise lies in agency leadership, operations & profitability: optimized delivery, streamlined project initiation, aligned teams and stronger utilization. After 10 years at Origin, and helping the company through a successful acquisition as Ops Director, I know a thing or two about how to make an agency engine hum.

Specialties

Six interconnected disciplines that drive agency performance from the ground up, across every function. If you’re looking to sell, these are the crucial components for maximizing your EBITDA.

  • Real-time resource tracking systems, variable labour model optimisation, workload balancing, and capacity forecasting so sales can pitch with confidence.

  • Establish best practices for workflow efficiency, workforce optimization, and financial viability. Monitor KPIs including revenue per available hour, utilization, actualized rates, and overhead ratio.

  • From pitch to project initiation, I create tools to respond to RFPs with speed, accuracy and creativity. From project approach, to the creation of pricing strategies and timelines, I help deliver competitive scopes to new clients and lead the initiation of work won into the agency.

  • Deep-dive audits that surface process gaps, pricing misalignment, and structural inefficiency.

  • Streamlined workflows across account and project management. PM mentoring, strategies and template creation for scoping, estimation, problem-solving and identifying margin leakage before it becomes critical.

  • Meaningful AI integration into agency operations for pricing, scoping, resourcing, and process design. Future-proofing without losing the human edge that wins client work.

Protect the people.

Utilization is the heartbeat metric. I build the systems to optimize it, without causing burn-out.

Control leakage.

Hidden profit killers live in project delivery gaps. I find them and fix them.

Be the glue.

Cross-departmental alignment isn't a nice-to-have, it's how great agencies scale.

How it Works

A structured engagement designed to move from diagnosis to operational excellence, with ongoing fractional support as needed.

STEP 1

Diagnostic Deep Dive

  • Leadership/employee diagnostic survey

  • Operational audit of workflows, utilization & team structure

  • Financial analysis

STEP 2

Optimization + Tools

  • Departmental SWOT analysis

  • Leadership workshop to establish priorities

  • Operational roadmap

  • Workflow mapping & improvement

  • SOP library for major functions

STEP 3

Business Dev Support

  • Pitch & RFP scope/capability templating & support

  • Pricing models & resourcing

  • Systemize biz dev process

STEP 4

Fractional Ops Support

  • Embedded ops leadership

  • Ownership of delivery health & utilization

  • Ongoing roadmap management

ENGAGEMENT OPTIONS

Choose your altitude.

Three retainer tiers, designed around your agency's stage and ambition.

Ops Optimization Partner

For agencies seeking improved efficiency and clarity without deep leadership involvement.

Step 1 + 2

Strategic Ops & Leadership Partner

For agencies ready to scale, improve margins and strengthen leadership alignment.

Step 1-3

Fractional Ops Director

For agencies seeking a senior partner to drive operations, growth and revenue alongside leadership.

Step 1-4

"Lucy has the rare ability of balancing big-picture thinking with getting shit done. She is a natural team builder and systems manager who understands how to build a productive agency that is focused on profit, without sacrificing culture. Her calm, solutions-focused approach to business made her key to Origin's success. If you run a business that is looking for someone who can bring people and process together, improve performance, and make a meaningful impact, she's your girl.”


— DANIELLE KRISTMANSON, Previous Partner, Executive Creative Director at MMGY Origin

Let's Talk
About Your Agency

Whether you know exactly what you need or you're not sure where to start, let's have an honest conversation about where things are and where you want them to be.

Not sure which tier fits? Reach out and we'll figure it out together. No pressure, no pitch.