Why agency employees leave and how to understand why
Creatives, planners and account teams leave for reasons beyond pay. How to run an exit conversation in an agency, spot patterns by account and act on them.
7 min readRead articleAn advertising film producer makes commercials for brands and agencies, in shoots of one to a few days. Income comes in bursts, and the company lives on a small core, a long list of freelancers and an agency's trust in its producers.

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Share your requirementsAn advertising film producer makes television, digital and print-adjacent commercials for brands, working with ad agencies that hold the creative idea. A job begins with a script or a board, a quote, an award from the agency, then pre-production, a shoot of one to three days and a short post-production phase. A job may be won, shot and delivered within weeks. A few producers, production managers and accounts staff form the core. Directors, cinematographers and most of the crew are freelancers, engaged per shoot. Clients and agency staff are on set, giving notes in real time. Late payments, last-minute changes and tight budgets shape the work. The marketing and media sector page and the film and television hub cover what these businesses share.
These are the places the people side of this kind of business tends to give way. The rest of this page works through them.
HR here has to work for each of these groups, not only the office. The set-up below is written with all of them in mind.
A new brand, a new set of freelancers and a new location mean each shoot has to be organised afresh, and lessons from the last one are not written.
People from the agency and brand direct changes in real time. The producer absorbs the pressure, and crew bear the added hours.
Several jobs fall in one fortnight, then nothing for a month. Core staff face stretches of overload and idle time.
Budgets shrink in negotiation, and overtime and fees are squeezed. Good crew hear who pays fairly and who does not.
A rude or late freelancer shows the producer in a bad light before the agency, even though the company did not hire them well.
One executive producer may carry several jobs, pitches and client relations together, and the next in line has not been developed.
Crew wait for weeks when a client pays late, and the company's name is the one that suffers.
Start with the topics that matter most here: Organisation Design; Performance Management; HR Analytics and Management Reporting. Then work through the rest. Each topic is written for marketing, advertising and creative, not in general.
Structure, reporting lines and who is allowed to decide what.
Goals, reviews and ratings that hold up in a conversation.
A short monthly pack management actually reads.
How many people, in which roles, by when — and what they will cost.
Requisition to joining, the same way every time.
A first day that is the same for the fifth joiner as the first.
Records, attendance, leave and the day-to-day HR that must simply work.
Salary structure, payroll inputs and a month that closes on time.
Training planned from need rather than from the calendar.
Named backups for the roles that cannot be vacant.
Communication, recognition and the conditions people actually work in.
Two routes — one for complaints, one for conduct — kept separate.
Policies a manager can apply, and obligations with owners and dates.
Induction, records, incident reporting and follow-through.
Who leaves, when, why — and which of them mattered.
Resignation to relieving letter, in a defined order.
Records that survive people, and approvals that do not queue.
An HR function that runs the same way every month.
The pieces a advertising film producers business puts in place, in an order that makes each easier. Open any card for the detail.
A list by department with who did what, how they behaved with the agency and whether to rehire.
What this coversHideA list by department with who did what, how they behaved with the agency and whether to rehire. Review it after every job.
One page covering crew list, call sheet, safety, transport, meals and client roles on set, used for every shoot.
What this coversHideOne page covering crew list, call sheet, safety, transport, meals and client roles on set, used for every shoot.
Who gives notes, to whom and in what order.
What this coversHideWho gives notes, to whom and in what order. The producer is the channel, so crew take directions from one person.
A forward calendar of jobs, pitches and deliveries so producers do not collide, with a named deputy for each.
What this coversHideA forward calendar of jobs, pitches and deliveries so producers do not collide, with a named deputy for each. See HR process consulting.
A ladder from production assistant to executive producer, with skills at each step.
What this coversHideA ladder from production assistant to executive producer, with skills at each step. Link to performance management.
A rule on when crew are paid, regardless of client timing, and a clear message at engagement.
What this coversHideA rule on when crew are paid, regardless of client timing, and a clear message at engagement. Ask a qualified professional about terms.
Before changing anything, find out what is true today. These checks take an afternoon and tell you which of the topics above to start with.
Share your requirementsConfirm with a qualified professional. What applies to you depends on your business, your state and your arrangements, and it changes. This page describes practice. It does not state a legal position.
The services below fit this kind of business best. Each starts by recording where you stand, and every later report compares against that. We do not promise outcomes.
A light set of people processes that fits a team living job to job.
Producer and manager grades that reward good client handling and safe shoots.
Practical training in managing agency and brand people on set.
A job-by-job view of crew cost, hours and reuse of freelancers.
Start with a free conversation, or see the paid HR Diagnostic.
Understand the business, its workforce, current processes and HR challenges.
Find the missing, weak, inconsistent or person-dependent processes.
Create the structure, processes, policies, SOPs, dashboards and systems needed.
Help HR and department managers actually adopt the new system.
Digitise repetitive and approval-based workflows where it is worth doing.
Track hiring, attendance, employee cost, performance, training and attrition.
Strengthen the people-management system continuously, not once.
From the GullyHR blog: one on HR in marketing, advertising and creative, and one on each of the topics this page points to.

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Use a one-page agreement stating role, days, rate, overtime and payment date, signed before the shoot. Ask a qualified professional about the right form for your case.
Agree before the shoot who gives notes and how, brief the client on the effect of changes and keep the producer as the single channel to the crew.
A small core usually makes sense for producers, production managers and accounts, as they hold relationships. Hire crew per job and keep a trusted roster.
Plan workload across the month, name a deputy for each job and take breaks after heavy shoots. Burnout is often a planning problem.
Give them progressively larger tasks on real jobs, pair them with a senior and hold a short review after each shoot. A grade ladder shows what the next step needs.
We would list your last five jobs and crew, ask each producer how many jobs they carry and watch how client notes reach the set. A freelancer roster with a pre-production checklist is a likely first job, and scope is put in writing for your approval.
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