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 articleA post-production house rents out skilled hands and suites: editors, colourists, sound mixers and online finishers. Suites run late, freelancers move between facilities, and the owner must keep bookings full and people fairly scheduled.

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Share your requirementsA post-production house takes footage after the shoot and turns it into a finished film, series, advertisement or music video. Offline editors cut the story, colourists grade, sound designers and mixers finish the audio, online artists conform and deliver masters, and runners handle drives and deliveries. Clients book suites by the hour or the day, often at short notice, and directors sit in on sessions that run into the night. Many editors, colourists and mixers are freelancers who work in several facilities, so the house competes for their time. The owner has to keep suites and people matched, and records tidy. See also HR for marketing agencies and the photography, animation and creative production group.
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.
Bookings change by the hour, and the person who knows who is available is the scheduler, who is often also the one answering the phone.
A director who wants one more change keeps an editor and colourist late, and the extra hours are neither agreed nor recorded.
A strong colourist has offers from three houses and picks whoever pays on time and has the best suite.
Syncing, backing up and conforming take their days, and few are taught to cut, grade or mix.
Unreleased material sits on drives and servers, and access rules vary by person and by project.
Night shifts and weekend sessions are part of the job, but travel, meals and time off are handled by favour.
New cameras, formats and delivery specifications arrive faster than staff can learn them, and clients ask for them anyway.
Start with the topics that matter most here: Employee Administration; Learning and Development; Employee Relations. Then work through the rest. Each topic is written for marketing, advertising and creative, not in general.
Records, attendance, leave and the day-to-day HR that must simply work.
Training planned from need rather than from the calendar.
Two routes — one for complaints, one for conduct — kept separate.
How many people, in which roles, by when — and what they will cost.
Structure, reporting lines and who is allowed to decide what.
Requisition to joining, the same way every time.
A first day that is the same for the fifth joiner as the first.
Salary structure, payroll inputs and a month that closes on time.
Goals, reviews and ratings that hold up in a conversation.
Named backups for the roles that cannot be vacant.
Communication, recognition and the conditions people actually work in.
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.
A short monthly pack management actually reads.
An HR function that runs the same way every month.
The pieces a post-production houses business puts in place, in an order that makes each easier. Open any card for the detail.
Craft, software, day rate, availability, past clients and a note from the suite manager.
What this coversHideCraft, software, day rate, availability, past clients and a note from the suite manager. Keep it under the employee information management routine.
One view of rooms and operators for the week, with holds, confirmations and overtime flagged.
What this coversHideOne view of rooms and operators for the week, with holds, confirmations and overtime flagged. See the attendance and shift process.
Rates, meal and transport arrangements, and rest after a late session, written down and given to staff and freelancers.
What this coversHideRates, meal and transport arrangements, and rest after a late session, written down and given to staff and freelancers.
Steps with tasks to learn, tests to pass and a mentor, so assistants can see how the years add up.
What this coversHideSteps with tasks to learn, tests to pass and a mentor, so assistants can see how the years add up. See the learning and development process.
Who may open which project, how drives are signed in and out, and what to do when something goes missing.
What this coversHideWho may open which project, how drives are signed in and out, and what to do when something goes missing.
A fixed day for paying freelancers after each session, whether or not the client has paid, if your cash allows.
What this coversHideA fixed day for paying freelancers after each session, whether or not the client has paid, if your cash allows.
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 schedule for suites and people, with night shifts, holds and rest after late sessions recorded.
A tidy file for every freelancer and staff member, so bookings start from facts.
A learning path for assistants and a way to keep operators current on new formats.
A clear, fair way to handle disputes over hours, conduct with clients and care of material.
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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Keep one calendar that shows rooms and operators together, mark holds separately from confirmations, and let one person own it. A weekly look ahead on Friday catches clashes before they reach the client.
Agree with clients on a finish time or an extra rate at booking. Agree with staff on overtime, meals, transport and a later start the next day. Record every late session on the same sheet.
Common reasons are late payment, poor suites, last minute changes and unclear terms. Pay on a fixed day, share terms in advance and tell them early when a booking moves.
Show a route to editing, grading or mixing, with tasks and tests. Give them real sessions to shadow and cut. People stay when the work leads somewhere.
Have a written rule, speak to the person promptly and record what was said. Confirm the proper steps with a qualified professional if the matter is serious or involves the client.
We would ask how suites and people are scheduled, how late sessions are recorded and what an assistant can look forward to. A combined suite and people calendar with clear night terms is a natural first job, with scope in writing for your sign-off.
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See all HR topics for marketing, advertising and creative, or another industry.
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