BIMA Masterclass | From Chaos to Clarity

Online Event: We will send you a meeting link once you sign up.

Agencies aren’t broken, but the way we treat client services might be.
In this energising and practical masterclass, I’ll share my three-step framework to transform client services from a reactive support function into the driving force behind clarity, confidence, and commercial success.

We’ll explore how to:
• Define the experience you want clients and teams to have, and identify the gaps undermining it
• Design the process to deliver that experience consistently (without burying your team in bureaucracy)
• Deliver with Client Services at the heart, empowering account managers to lead, not just liaise

Expect plenty of aha moments, practical tools, and a powerful mindset shift away from firefighting and towards brilliance.

This session is ideal for agency leaders, CS directors, and ambitious account managers who want to stop spinning plates and start building a client experience that drives retention, profitability, and legendary work.

Your Host:

Sally Stevens, Founder, Blueberry Spark

Sally Stevens is the founder of Blueberry Spark, a consultancy on a mission to reclaim the lost art of account management and turn client services into an agency’s competitive edge. With decades of experience across agency and client-side roles, she’s seen the hidden pressures of account handling from all angles and now helps agencies move from firefighting to focus with the right structure, training, and support.

Following a late ADHD diagnosis, Sally also advocates for greater understanding of neurodiversity in agency life. She’s passionate about creating environments where everyone, especially account handlers, can thrive in their zone of brilliance, not just survive the chaos.

Her work has helped agencies boost profitability, retain top talent, and consistently deliver legendary client experiences.

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