Joining Trio in 2019 as an Account Manager, Jamie-lee has progressed through several roles to become our Head of Operations. With over a decade of digital marketing experience and more than 100 end-to-end web projects delivered, she now oversees our Projects, Development and AI teams.
Her day-to-day work spans everything from resource planning and utilisation management, to improving internal systems, leading Trio’s in-house AI tool development, and working closely with Claire (CEO) on the delivery of business-wide improvement projects.
What drew you to digital marketing?
Honestly, it all started with curiosity. I began my digital marketing career in 2012 through an apprenticeship, and from day one, I loved how varied the industry was.
What I really loved was the combination of creativity and problem-solving. Roles in both communications and client delivery showed me how digital marketing can transform a business when strategy and great communication all align. People, process and performance have led me into operations, where I now get to bring structure to creative chaos!
Are there any key lessons you’ve learnt that influence your work today?
The biggest lesson I’ve learnt is that clarity is everything. Clear briefs, clear communication and clear expectations are the foundation of any successful project. When teams understand the “why”, and the “what”, the “how” becomes much easier to master!
Another lesson I’ve learnt is that operations isn’t just about fixing problems, it’s about preventing them. Being proactive rather than reactive is very important, whether that means forecasting resource needs, refining a process before it breaks, or using data to spot bottlenecks early.
And finally, people make processes work, not the other way around. If your teams feel empowered and supported, the systems run far more smoothly.
What current operational and delivery trends do you find most influential?
Without a doubt, AI is having a huge impact on how we all work, not just in marketing but also on how agencies operate internally. We’re already seeing a significant rise in AI used for workflow automations across businesses, and if you watch this space, you may see some huge impacts that our very own tool could have on project operations and delivery!
My biggest tip with this trend is not to let AI replace the expert; instead, you should use AI to enable teams to work faster, freeing up time to focus on high-value work. Agencies that adopt AI intentionally, not just because it’s a trend, will be the ones that collaborate better and deliver great results.
What excites you most about the future of agency work?
The shift towards smarter, more collaborative ways of working. Agencies are becoming increasingly integrated, not just in how teams communicate, but also in how technology, data and people all work together to deliver better outcomes. That opens the door to more creativity, greater efficiency, and ultimately, better results for clients.
AI is a huge part of that. Not in the sense of replacing people, but in freeing them from repetitive tasks so they can focus on strategy, problem-solving and the work that actually gets results for clients. Being part of Trio’s own AI tool development with our AI engineer, Mamoud, has shown me how transformational that can be when it’s done with intention.
Is there anything you think agencies get wrong about operations?
A common misconception is that operations are purely processes and paperwork. In reality, operations are about enabling people to do their best work.
When things feel chaotic (a common theme in agencies!), don’t jump straight into creating more processes – more isn’t always better. The real issues are often clarity and communication. Sometimes you just need to improve these, better align your resources, and avoid adding another process document or changing your workflows.
Do you have any tips for doing an effective website project?
Absolutely! After managing 100+ website projects at Trio, a few principles always stand out:
- Start with a clear brief. Projects succeed when there’s a shared understanding from day one. Clarity saves time, money and frustration.
- Be realistic with timelines. Web projects involve multiple job roles: design, content, development, project management and quality control. Having honest conversations early helps everyone plan effectively.
- Communicate consistently. Frequent check-ins with your client keep momentum and prevent last minute surprises.
- Stick to the process. Good websites aren’t built by skipping steps. Discovery, UX, design and development all play a vital role in the final outcome.
- Keep the user front and centre. A website should be built for the people using it, not just the people signing it off.
When everyone aligns on these points, projects run smoothly and results improve dramatically.
Want to work with a team that combines strategic thinking, operational excellence and creativity?
Get in touch! We’d love to help bring your next project to life.
