Trusted by FTSE100s, scale-ups & agencies
Trusted by FTSE100s, scale-ups & agencies
Part operator, part thinking partner.
Part operator, part thinking partner.
About
Rethinking the gap between strategy and delivery.
Hi, I'm Emily.
I've spent the last decade working across some of the most fast-moving environments in digital - from scaling agencies and early-stage startups to FTSE100 financial services firms and enterprise software rollouts.
What I've learned is that the difference between a project that lands and one that doesn't usually comes down to one thing: someone who can translate between team, clients, systems, and strategy, and actually make things happen.
If you need someone to run a complex delivery, redesign how your team operates, manage your client relationships, or give you senior ops support on a fractional basis - let's chat.
Emily Smith
About
Rethinking the gap between strategy and delivery.
Hi, I'm Emily.
I've spent the last decade working across some of the most fast-moving environments in digital - from scaling agencies and early-stage startups to FTSE100 financial services firms and enterprise software rollouts.
What I've learned is that the difference between a project that lands and one that doesn't usually comes down to one thing: someone who can translate between people, systems, and strategy, and actually make things happen.
I'm a project manager, operations lead, and workflow designer who thrives at the intersection of structure and people. I don't just build plans, I build momentum. I help design ways of working, and lately the implementation of AI, using the most suitable tools and change management principles. I've worked across internal teams and client facing. Most importantly, I care deeply about creating an environment teams and clients want to be a part of.
If you need someone to run a complex delivery, redesign how your team operates, manage your client relationships, or give you senior ops support on a fractional basis - let's chat.
Hi, I'm Emily.
I've spent the last decade working across some of the most fast-moving environments in digital - from scaling agencies and early-stage startups to FTSE100 financial services firms and enterprise software rollouts.
What I've learned is that the difference between a project that lands and one that doesn't usually comes down to one thing: someone who can translate between people, systems, and strategy, and actually make things happen.
Emily Smith
Services
Services
Project & Programme Management
Projects get stuck. Sometimes there's too much on and not enough hands. Sometimes you just need someone experienced to set things up right from day one. That's where I come in — I take the delivery off your plate and make sure it gets done. With experience across ecommerce, digital publications, enterprise software rollouts, and regulation, I've seen most of what gets thrown at a project.
Fractional Operations
You're running a growing business but no one is truly owning how it operates. Processes need re-evaluating, utilisation is hard to track, and no one has a clear handle on resourcing and capacity. You know you want to implement AI but not too sure how. You need senior ops leadership but you're not ready for a full-time hire. I embed into your business, pick up the operational load, so you can focus on growth.
Workflow Workshops & Redesign
Your team has grown, or things have changed, and you know the way you work needs to change with it. You need better processes, the right technology to support them, and a team that's actually bought in. I help you figure out where to begin — what's not working and what is — then design new ways of working and implement the tools (including AI) that fit you and your team.
Account Management
Your clients are happy with the work but no one has the time to truly nurture the relationship. Conversations are reactive, opportunities are getting missed, and growing existing accounts feels like a nice-to-have rather than a priority. I bridge the gap between delivery and account management, bringing the commercial awareness and the relationship skills. I give clients the time and space to talk, explore what's next, and turn good working relationships into long-term strategic ones.
Ways we can work together.
Ways we can work together.
Project & Programme Management
Projects get stuck. Sometimes there's too much on and not enough hands. Sometimes you just need someone experienced to set things up right from day one. That's where I come in — I take the delivery off your plate and make sure it gets done. With experience across ecommerce, digital publications, enterprise software rollouts, and regulation, I've seen most of what gets thrown at a project.
Fractional Operations
You're running a growing business but no one is truly owning how it operates. Processes need re-evaluating, utilisation is hard to track, and no one has a clear handle on resourcing and capacity. You know you want to implement AI but not too sure how. You need senior ops leadership but you're not ready for a full-time hire. I embed into your business, pick up the operational load, so you can focus on growth.
Workflow & Customer Journey Mapping, Service Blueprint
Your team has grown, or things have changed, and you know the way you work needs to change with it. You need better processes, the right technology to support them, and a team that's actually bought in. I help you figure out where to begin — what's not working and what is — then design new ways of working and implement the tools (including AI) that fit you and your team.
Client Services
Your clients are happy with the work but no one has the time to truly nurture the relationship. Conversations are reactive, opportunities are getting missed, and growing existing accounts feels like a nice-to-have rather than a priority. I bridge the gap between delivery and account management, bringing the commercial awareness and the relationship skills. I give clients the time and space to talk, explore what's next, and turn good working relationships into long-term strategic ones.
Project & Programme Management
Projects get stuck. Sometimes there's too much on and not enough hands. Sometimes you just need someone experienced to set things up right from day one. That's where I come in — I take the delivery off your plate and make sure it gets done. With experience across ecommerce, digital publications, enterprise software rollouts, and regulation, I've seen most of what gets thrown at a project.
Fractional Operations
You're running a growing business but no one is truly owning how it operates. Processes need re-evaluating, utilisation is hard to track, and no one has a clear handle on resourcing and capacity. You know you want to implement AI but not too sure how. You need senior ops leadership but you're not ready for a full-time hire. I embed into your business, pick up the operational load, so you can focus on growth.
Workflow Workshops & Redesign
Your team has grown, or things have changed, and you know the way you work needs to change with it. You need better processes, the right technology to support them, and a team that's actually bought in. I help you figure out where to begin — what's not working and what is — then design new ways of working and implement the tools (including AI) that fit you and your team.
Account Management
Your clients are happy with the work but no one has the time to truly nurture the relationship. Conversations are reactive, opportunities are getting missed, and growing existing accounts feels like a nice-to-have rather than a priority. I bridge the gap between delivery and account management, bringing the commercial awareness and the relationship skills. I give clients the time and space to talk, explore what's next, and turn good working relationships into long-term strategic ones.
Testimonials
Testimonials
What its like working together
What its like working together
Experiences from teams and organisations I’ve supported
Experiences from teams and organisations I’ve supported
Before Emily joined Adapt, we were at a stage of growth where we needed stronger operational clarity, more consistent service delivery practices, and someone who could help bring structure and confidence to how we ran projects and supported clients.
From very early on, Emily demonstrated exactly that. She produced a detailed and thoughtful audit of our delivery and operational practices, highlighting clear opportunities for improvement and helping set a stronger foundation for how we work as a team.
As Head of Service Delivery & Operations, Emily brought a calm, capable presence, strong ownership, and excellent communication. She consistently balanced strategic thinking with a willingness to roll her sleeves up to ensure the right outcome.
Emily’s impact has been felt not only in the quality of our operations, but also in the trust she built internally and externally through her reliability, care, and professionalism.
I would wholeheartedly recommend Emily to any organisation looking for a delivery and operations leader who combines structure, initiative, and a genuinely team-first mindset.
Patrick Kelly-Weller
Founder, CEO Adapt Digital
"Emily is an exceptional Project Manager. She brings a completely new dynamic to our team, and has been a joy to work with. She's hard working, has lots of ideas to bring to the table, but most importantly has been able to implement processes and systems to our existing ways of working that's doubled our output in just a small time working together. Everybody in the team enjoys working with, including devs which is a tough challenge as a PM!"
Danilo Drobac
Founder, CDO N-ZYTE
"This was a short project that required a mix of creativity, diligence and planning and Emily completed it with professionalism and dedication. I was especially impressed with her care to anticipate possible issues and plan for updates and checkins. Emily offered a great balance of research and personal insights. I would be happy to recommend Emily to anyone looking for a project lead."
Antonio Borges
Director, Monkfeet Ventures
Before Emily joined Adapt, we were at a stage of growth where we needed stronger operational clarity, more consistent service delivery practices, and someone who could help bring structure and confidence to how we ran projects and supported clients.
From very early on, Emily demonstrated exactly that. She produced a detailed and thoughtful audit of our delivery and operational practices, highlighting clear opportunities for improvement and helping set a stronger foundation for how we work as a team.
As Head of Service Delivery & Operations, Emily brought a calm, capable presence, strong ownership, and excellent communication. She consistently balanced strategic thinking with a willingness to roll her sleeves up to ensure the right outcome.
Emily’s impact has been felt not only in the quality of our operations, but also in the trust she built internally and externally through her reliability, care, and professionalism.
I would wholeheartedly recommend Emily to any organisation looking for a delivery and operations leader who combines structure, initiative, and a genuinely team-first mindset.
Patrick Kelly-Weller
Founder, CEO Adapt Digital
"Emily is an exceptional Project Manager. She brings a completely new dynamic to our team, and has been a joy to work with. She's hard working, has lots of ideas to bring to the table, but most importantly has been able to implement processes and systems to our existing ways of working that's doubled our output in just a small time working together. Everybody in the team enjoys working with, including devs which is a tough challenge as a PM!"
Danilo Drobac
Founder, CDO N-ZYTE
"This was a short project that required a mix of creativity, diligence and planning and Emily completed it with professionalism and dedication. I was especially impressed with her care to anticipate possible issues and plan for updates and checkins. Emily offered a great balance of research and personal insights. I would be happy to recommend Emily to anyone looking for a project lead."
Antonio Borges
Director, Monkfeet Ventures
Example Work
Example Work
Example work
Example work
£17.5m regulatory fine mitigated through precise SaaS delivery
Led the delivery of enterprise SaaS implementations for the UK's largest insurers, navigating complex regulatory requirements while maintaining operational continuity throughout
Fine Mitigated
£17.5M
50% faster from brief to delivery
A remote-first data agency was losing momentum without clear structure around planning, resourcing, and delivery. I introduced delivery frameworks, capacity planning, and resourcing processes that reduced stalling and gave the team real ownership — from client brief to final delivery.
Time
50% Faster
Clearer flow, stronger delivery
A fast-growing B2B marketing agency of 50+ people was starting to feel the strain of inconsistent ways of working, fragmented processes, messy handovers, unclear sign-offs, and creatives buried in admin. I ran in-person workshops to align the team, diagnose the issues, and identify the right technology, then led a successful implementation that brought consistency across the board
Time
Saved
Clients
Happy
Moving from reactive to strategic partner
Moving beyond delivery to become a true strategic partner. Proactive account planning and regular ideation sessions gave clients the time and space to think ahead, resulting in increased retainer spend and stronger client satisfaction.
Retainer Spend
Increased
FAQ
Common questions answered.
Find answers to the most common questions below. If you still have questions of your own, please do get in touch.
Who will I work with?
You'll be working directly with me. If your engagement requires additional technical deliverables, I can manage those on your behalf - so you still have one point of contact throughout.
What challenges do you typically help with?
A sudden increase in projects, a team that's grown quickly and needs structure, or simply needing reliable, experienced support on demand. If things feel stretched, reactive, or unclear — that's usually where I come in.
Can you work with my wider team?
Yes. Many engagements include sessions with the broader team to surface insights, strengthen collaboration.
How long does a typical engagement last?
It depends on what you need. Engagements can be fractional, part-time, or full-time contract - and the length varies based on your business, your challenges, and what we agree together. Some engagements are project-based, others are ongoing. We'd figure that out in an initial conversation.
What happens in an initial conversation?
We explore what's happening in your business or team, what you're aiming for, and whether I'm the right fit. It's a calm, no-pressure discussion, not a sales call.
FAQ
Common questions answered.
Find answers to the most common questions below. If you still have questions of your own, please do get in touch.
Who will I work with?
You'll be working directly with me. If your engagement requires additional technical deliverables, I can manage those on your behalf - so you still have one point of contact throughout.
What challenges do you typically help with?
A sudden increase in projects, a team that's grown quickly and needs structure, or simply needing reliable, experienced support on demand. If things feel stretched, reactive, or unclear — that's usually where I come in.
Can you work with my wider team?
Yes. Many engagements include sessions with the broader team to surface insights, strengthen collaboration.
How long does a typical engagement last?
It depends on what you need. Engagements can be fractional, part-time, or full-time contract - and the length varies based on your business, your challenges, and what we agree together. Some engagements are project-based, others are ongoing. We'd figure that out in an initial conversation.
What happens in an initial conversation?
We explore what's happening in your business or team, what you're aiming for, and whether I'm the right fit. It's a calm, no-pressure discussion, not a sales call.
