By Gabby Krite, Head of Operations
The Kite Factory has been on an incredible journey over the past five years. We’ve grown in size, confidence, and sophistication, evolving from a small, scrappy agency into a force to be reckoned with. It’s a company I’ve been proud to call home for the last eight years, and witnessing its transformation has been both exciting and challenging. We’re in that tricky middle ground—not quite a small business anymore but still carrying the DNA of what made us special in the first place. The challenge now is figuring out how to embrace growth while keeping that spark alive.
In 2024, I transitioned from Head of Digital to the newly minted role of Head of Operations. This shift was both intentional and organic—part chicken-and-egg, part natural evolution. I’ve always been the kind of person who spots inefficiencies and immediately wants to fix them, even when they’re technically not my responsibility. At the same time, the agency recognised that if we wanted to supercharge our growth, we needed to level up our operational efficiency, streamline internal workflows, and embrace technology. And so, my new role was born.
I’ll admit—I thought stepping away from client deadlines would mean a more sedate pace. I couldn’t have been more wrong! If anything, I’ve never been busier. But what’s different is the level of impact I can have. For the first time, I feel like I have the license to turn ideas into reality, and that’s both exhilarating and, at times, overwhelming.
What I didn’t fully anticipate was how much of my job would revolve around people and change management. I assumed I’d be fixing operational bottlenecks and implementing shiny new processes. In reality, the real challenge has been shifting mindsets. Cultural transformation doesn’t happen overnight—it takes patience, persistence, and a clear vision. The Kite Factory has always been a dynamic and ambitious place, but moving from an agile, small-business mentality to a more structured, process-driven approach requires buy-in from every level of the organisation.
Some of my biggest lessons have been learned the hard way. If you’re leading a similar shift in your organisation, here’s a framework that might help smooth the transition:
Communication and Transparency – People don’t fear change; they fear uncertainty. Keeping everyone informed about why changes are happening, how they’ll benefit the team, and what to expect is crucial for building trust and reducing resistance.
- Training and Support – Throwing new processes at people without equipping them to succeed is a recipe for frustration. Investing in training ensures that teams feel confident, capable, and empowered to embrace new ways of working.
- Celebrating Small Wins – Cultural change doesn’t happen in a single moment; it’s built from a series of small, positive shifts. Recognising and celebrating incremental progress helps reinforce the idea that the change is working.
- Feedback Loops – No process is perfect from day one. Creating structured opportunities for feedback allows us to refine and adjust our approach, making sure that improvements are actually serving the people who need them most.
- Leading by Example – Change has to start from the top. If leadership doesn’t fully commit to new ways of working, why should anyone else? It’s one of the hardest but most essential aspects of driving transformation.
- Don’t Forget Relationships – Ultimately, no process or technology can replace the power of human connection. Understanding motivations, building trust, and fostering collaboration are key to making change stick.
We’re still on this journey, and there’s plenty more to learn. But one thing is clear—growth isn’t just about getting bigger. It’s about evolving in a way that strengthens who we are and sets us up for long-term success. The Kite Factory is embracing that challenge head-on, and I couldn’t be more excited for what’s next.