Introducing Rachel Berry, Head of Client Services

Rachel is part of our newly appointed senior management team and will be helping to manage key relationships with our respected clients. Keep reading to find out more about Rachel’s background and varied skillset.

Rachel, could you describe your role in 50 words or less?

At Filter, my role is to lead the team in managing & growing day-to-day client relationships, scoping & strategy around the requirements and supporting the delivery/account team to execute the work. It’s also about supporting new business opportunities and defining processes around ways of working at Filter.

Can you tell us a bit about yourself and your background?

I moved to Edinburgh from Toronto 10 years ago and I’ve worked for several digital agencies in the UK and Canada over the past 14 years. My previous roles included working across areas such as new business, strategy, account management and project management.

My client work spans several industries, such as Financial Services, Health and Government. Working across several digital channels.

What has been the hardest problem you’ve had to solve so far in your career?

I suppose it’s about solving daily problems, the scope and scale of which will always vary.

In our roles within client services, it’s more of an art than a science. It’s about listening to your intuition, having patience and yet knowing when to jump on things.

It’s about dealing with things responsibly when they go wrong and relishing the great client/agency moments as well. Maintaining a great client relationship and delivering good work is the ultimate problem that we’re always trying to tackle and balance.

And what has been most interesting or satisfying project you’ve worked on in your career so far?

A few to be honest…

  • Redesigning and building one of Canada’s largest insurance companies websites over a decade ago
  • Working with a new-to-market UK bank to design and architect a new banking website
  • Delivering a global social campaign for the pharma industry about the COVID-19 vaccines

What made you decide to take the opportunity to join Filter, and what excites you most about the work so far?

You rarely find an agency that does deliver what they say on the tin! Olly & Paul’s ethos of a family-first culture and transparency was refreshing.

I also really enjoy the flexibility of working remotely, and as a remote-only agency, I knew I could continue to do so at Filter.
Plus, the opportunity in that model of working allows me access to talented colleagues and clients all over the country and beyond, which was also very exciting.
Meeting the Filter team in August at our summer social was such a lovely experience – everyone truly is as nice as they seem!

What’s your current remote working set-up like?

Having worked out of my spare room since the pandemic started, I took this opportunity with Filter to set myself up with a proper office.

I’ve got a few things going on in my background now with comfy sofas, throw pillows, a piano and a rocking horse all in the frame! It may be too much.

What technology trends or developments are you most excited about, looking ahead into 2022?

Although I live and breathe digital tech – that’s not really what keeps me up at night! It’s more about user behaviours in relation to tech.

I think there are a lot of new ways of understanding user behaviours with the rollout of GA4, that is going to be interesting to watch and the impact that it will have on clients in terms of what they measure and report on.

There’s going to be a lot to learn in that analysis and how we apply it to our website work going forward. I think as well, personalisation will be something that only grows in the future, and again being able to measure and track the impact of that is going to be quite important.

I’m also aware (as I’m a prime target!) that our attention spans are getting shorter, and how the balance of visual design, website interactions and content will need to evolve to cater for that.


Interested in working with us? We’d love to hear from you.