The CLT, One Year On: Paula Curness, Head of Key Accounts
As we reach the final post in our Commercial Leadership Team one‑year review, we’re catching up with the at the heart of some of Showcase’s longest‑standing client relationships.
With nearly three decades in the industry and over ten years at Showcase, Paula Curness stepped into the role of Head of Key Accounts as part of the new Commercial Leadership Team last year. Trusted by clients and colleagues alike, Paula now leads the Key Accounts team while remaining closely involved in the relationships she’s built over many years.
We spoke to Paula about what the past year has brought, how she supports her team, and what success looks like as Showcase continues to grow.
A year on, how has leading the Key Accounts team shaped your own role?
“It’s only been a year, but it feels like a lot has happened already!
It’s definitely been challenging at times, but I feel really proud of how the team is working together. We all share the same goal of growing the team and looking after our key clients as well as we possibly can.
Stepping into this role has made me focus even more on being the best we can be at what we do. Guiding and supporting the team, and having their support in return, has really helped me look at new ways of bringing opportunities and new business into the company.”
What’s one improvement you’ve made that’s strengthened continuity for clients?
“One of the biggest changes I made was pairing one support person with one salesperson.
That simple structure has really strengthened relationships and trust all round. It gives everyone a clear focus on their clients, getting to know them properly, understanding their needs, and making sure expectations are met at every stage. It’s made a real difference, both internally and for our clients.”
How have you supported the team’s confidence and development over the past year?
“I’ve tried to be as available as possible.
Whether that’s regular one‑to‑ones, checking in, or being there whenever someone needs support, I want the team to know they’re not on their own. Sometimes it’s about guidance, sometimes reassurance, and sometimes just listening.”
What have you learned from working so closely with Will, Lina and Peter?
“Working with the CLT has taught me that you’re never on your own — you’re part of a team.
They listen, they support, and they offer perspectives I might not have considered. They’ve been such a help to me, and honestly, they’ve given me a level of confidence I didn’t realise I had. That support has meant a lot over the past year.”
Your CLT meetings are always full of warmth and humour. What’s put a smile on your face since stepping into this role?
“The people, without a doubt.
It’s the way we work together and support one another. Being able to laugh at ourselves, make each other laugh, and enjoy what we’re doing really matters. There’s a lot of responsibility, but there’s also warmth and humour in the room.
We’re four people who genuinely want to do the best job we can, and still smile while doing it. That balance makes a big difference!”
Where do you feel the CLT has made the biggest difference to the business and its people?
“I think simply being there.
Supporting the wider senior leadership team, especially Estelle, has allowed her the space to focus on other parts of the business. And for the teams, it’s made a huge difference knowing there’s always someone to turn to.
People feel comfortable coming to any one of us, about anything, because they trust that we’ll help. That confidence and openness has been really powerful.”
Looking ahead, what does success look like for Key Accounts over the next year?
“For me, success is continuing to support the team and giving them the space to build and grow relationships, both with clients and with each other.
If we can do that while continuing to bring new business into the company, then we’re doing things the right way.”
Finally, in a sentence – how would you describe this chapter of Showcase, one year on?
“Investing time in people, and building long‑term relationships and trust.”
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