At Crunch, delivering an exceptional client experience means leading with both heart and strategy, and no one embodies that more than Sian Woodard, one of our brilliant Team Managers in Client Services. 

She’s either motivating the Supernovas team, helping shape department-wide projects, or stepping into high-level decision-making—Sian brings a proactive, people-first approach to everything she does.

With almost 14 years of experience with Crunch, she’s known not only for her operational focus but also for the respect, empathy, and trust she builds within her team, and with Crunch clients.

Inside the role of Client Services Team Manager

1. Sian, what does your role look like at Crunch?

I am first and foremost a manager for one of our Client Services teams (currently team Supernovas), responsible for motivating and coaching my team to deliver the best possible service to their clients. I also work closely with other Team Managers and leaders across the business to ensure consistency and collaboration.

In addition to my core team manager duties, I contribute to wider departmental projects that impact Client Services—offering guidance, experience, and a positive voice in shaping change.

I also act as deputy to our Client Services and Operations Manager, often stepping into senior meetings, helping sign off decisions, and acting as an escalation point when needed.

2. So what does a typical day at Crunch look like in your role?

It’s a varied role, and no two days are quite the same. I always start the day checking in with my team and other colleagues that I work alongside, organising the workload distribution and ensuring focus on the priority items for the team. I then collaborate with other Team Managers to ensure we are consistent and aligned in our approach and focus. 

Throughout the day, I will answer a range of questions from colleagues which can be anything from a client query, training support or more sensitive queries. I keep a close eye on our department’s output, monitoring emails, client calls, and overall workload to stay on top of performance. Alongside this, my schedule includes meetings with key stakeholders, project discussions, one-to-ones, and team catch-ups.

The business is fast paced so there are always many plates to spin at any given time and priorities to juggle.

3. Can you share a recent project that you're particularly proud of?

I am currently in a project which should improve Client Services efficiency by supporting our Client Success Managers with prioritisation of workload and also offering them better tools to improve the actions they take off the back of a contact from a client, ultimately improving client satisfaction. 

As a department we have always strived to offer a proactive service but our model does not always allow for that. We are building a system that will not only offer support on the query at hand, but also look at other areas that will enable our Client Success Managers to get ahead of clients queries. We are aiming to deliver this project in its entirety within the next couple of months.

4. How do you approach managing and supporting your team?

I have been a team manager for roughly 10 years and over the years I have realised that the best way to motivate your team is to be present. I am a manager who is always approachable, and takes the time to understand those people I manage and how they all differ.

I invest my time in learning each individual and understanding their personality. Always showing them the respect they deserve. I think as a manager you have to be a role model, you get the best from people by building a strong relationship, and I like to think that I do that by showing interest in them personally as well as professionally. 

For example, when my team is understaffed I will muck in and support them with their workload both in responding to clients and answering any questions they have. They know as a manager they can rely on me to recognise where they need help and jump in. This promotes a motivated workforce and cohesive team working. 

I take a similar view with clients, I often will handle clients queries if they have escalated. The biggest thing to remember is to be empathetic and listen. I will try to relate to whatever the scenario is and show that in how I respond to  queries raised, focussing on the solution.

Let’s learn a little more about you

5. Beyond the day job, what else can we learn about you?

I have a massive dinosaur tattoo—which always surprises people! In fact I have over 50 tattoos so I am essentially a walking artbook. This I believe comes from my own interest in drawing and especially animation. I also have a little girl who has just hit the terrible two’s and is full of attitude and sass.

Looking ahead – more stories from the Crunch team!

Sian’s dedication to her team, her empathetic leadership style, and her drive to constantly improve the client experience make her an invaluable part of the Crunch team. Whether she’s rolling out smarter systems or simply lending a listening ear, she’s a big part of what makes Crunch tick.

If you’re curious about how Crunch could support your business, we’d love to offer you a free consultation. Reach out to us today and see how we can make your accounting simpler and more effective. 

Book consultation 

‍