“Hard work. Teamwork. Rewarding outcomes. That’s Client Services at TMC.

When Fran joined TMC nearly a decade ago, the agency was a tight-knit team of twelve. She started part-time as an Account Executive, balancing work with young children, and quickly discovered that TMC was the perfect fit for her.

With a biology degree, a marketing master’s, and a natural ability to connect with people, Fran’s skillset aligned perfectly with the needs of Client Services. But her rise to Head of Client Services wasn’t about qualifications alone; it was about attitude, curiosity, and hard work.

Early Days: Jumping In, Learning Fast

Fran first connected with TMC’s founders, Tim and Jan, through her previous role in HR. When redundancy hit, she saw the account executive role at TMC and decided to go for it.

From day one, she embraced every challenge. “I was constantly learning,” she says. “Sometimes I had no choice but to jump in head-first. That’s how I grew; by doing, by figuring things out, and by making the occasional small mistake along the way.”

Her early years taught her that success in client services goes beyond delivering a brief. It’s about empathy, honesty, and building trust.

“Clients want to know you care about what they’re trying to achieve and that you see their bigger picture.”

What She Values in Her Team

As the Head of Client Services, Fran now leads a team that reflects her own values:

Empathy for clients – understanding not just the client’s bigger picture but the pressures they’re under.

Honesty & Courage – being willing to challenge and guide others.

Collaboration – working seamlessly with creatives, strategists, and marketers.

A Can-Do Attitude – proactively approaching the unknown.

The ESC Congress: A Masterclass in Collaboration

One of Fran’s standout moments as Head of Client Services has been leading the Client Services side of the ESC Congress, a complex, multi-department project involving everything from 3D visuals to live event branding.

She says. “Seeing 30,000 people walking through spaces we’ve helped create is a real pinch-me moment.”

Fran highlighted the crucial role that marketing communications and messaging played in shaping the success of the 2025 congress, proving instrumental in attracting thousands of delegates. Witnessing the measurable impact of the project team’s campaigns and seeing how their work translated into such remarkable results for the client, was a defining moment for her.

“Being at the congress and witnessing people from all over the world come together was incredibly special,” Fran reflected. “Knowing that some of those delegates may be here because of an email we sent is incredible and it’s amazing to see our work have such a tangible impact.”

For Fran, it’s not just about the output. It’s about watching her team take ownership, grow in confidence, and deliver under pressure.

“The proudest moments are when someone you’ve mentored handles a situation exactly how you would, or better.”

Her Leadership Approach

Fran’s leadership style is all about empowerment with support. She delegates responsibility early, encourages problem-solving, and creates a safe space for questions.

“You can’t learn by watching alone,” she explains. “Sometimes you have to step into the unknown, but I’m always there as a safety net.”

She also knows the importance of stepping back. “People don’t always do things the way you would, but sometimes their way is better. Letting go is part of helping them grow.”

“Hard work. Teamwork. Rewarding outcomes. That’s how I lead and that’s what I expect from my team.”

Why Fran’s Story Matters

Fran’s journey is proof that at TMC, talent is nurtured, effort is recognised, and there’s room to grow, no matter where you start.

From her first days juggling multiple client accounts to leading a department that’s integral to the agency’s success, Fran has built a career founded on trust, collaboration, and the belief that great work comes from hard work.

For Fran, success isn’t just hitting deadlines, it’s about creating an environment where her team can thrive, her clients feel valued, and her work makes an impact.

From adapting to evolving client needs to fostering strong, lasting relationships, our Client Services team acts as a seamless extension of each client’s brand. With a steadfast focus on communication, collaboration, and exceeding expectations, they ensure every project is executed with precision, care, and meaningful impact.

Discover how our Client Services team delivers excellence at every step.