Walpole: What does your role entail, and how long have you been doing it?
Joanna Knight OBE: I’m the Group CEO of Moneypenny, a global leader in outsourced call answering and digital communications services. We employ over 1,000 talented individuals across the UK and US. Chances are you’ve interacted with one of our brilliant team members without even realising it. That’s the essence of what we do: enabling businesses to ‘stick to their knitting’ (focus on their core strengths) by providing expert bespoke support in ours.
I stepped into the role of CEO in 2018, and my objective was to drive growth by harnessing the incredible potential of both people and technology. At Moneypenny, we pride ourselves on our award-winning culture that places people at the heart of everything we do, whether that’s our clients, employees or the communities we support.
My role is about leading and empowering our passionate teams, fostering an environment where innovation and collaboration thrive, and investing in and nurturing our future leaders. It is also about championing the creation of stronger communities and doing business the right way.
What’s your career background and what makes you passionate about what you do?
Before joining Moneypenny in 2005 as their first salesperson, I ran my own small business. It was during that time that I truly understood the power of exceptional customer service and how critical first impressions are to building trust with clients. That experience taught me the importance of connecting with people and creating seamless interactions—something that Moneypenny excels at.
When I met Ed Reeves and Rachel Clacher, the co-founders of Moneypenny, their vision and culture instantly resonated with me. I saw firsthand the need for the services Moneypenny offers and knew this was a business I could passionately get behind. It wasn’t an easy decision to go from working for myself to joining someone else’s business, but the respect I had for their approach, their people-first ethos, and the way they were revolutionising outsourced communication made it an easy transition.
My passion stems from that same belief I had back then: that businesses succeed when they prioritise meaningful connections with their customers. At Moneypenny, we help make those connections effortless and knowing we’re making a difference for our clients every day continues to drive what we do.
Can you tell us about a woman who you look up to regarding your work?
Rachel Clacher CBE, co-founder of Moneypenny. Rachel built the business from day one with the principle: care for people and treat them as you would want to be treated yourself. Her determination and belief in what Moneypenny could achieve was inspiring (and infectious!).
As one of the first employees, I experienced firsthand the trust and respect Rachel showed in her team. That trust extended to me, giving me the flexibility and freedom to grow into the role I hold today.
When I first met Rachel, what struck me most was how genuine her people-centred philosophy was. It wasn’t just lip service or a clever sales pitch. From day one, the atmosphere was welcoming and empowering, offering the same sense of autonomy and opportunity that I had enjoyed running my own business.
Rachel’s innovative mindset and her ability to see the world from the client’s perspective have always stood out to me. She doesn’t just solve problems; she flips them on their heads and finds creative solutions that challenge traditional norms.
What’s a significant obstacle for women in your industry or the wider luxury sector that you feel isn’t talked about enough - and why is it important to highlight?
A significant yet often overlooked obstacle for women is the misconception that being a woman requires you to act differently to succeed. This can create more problems than it needs to, forcing women to mould themselves into a version they think the industry demands, rather than embracing their authentic selves.
It’s essential that we show not just our daughters, but also our sons that the world should be a level playing field, where everyone has a rightful place in the business. And just as we encourage girls to rise, we must ensure boys don’t feel sidelined or excluded in the process. True equality means empowering everyone to thrive together.
If we can address this as an industry, we can create a legacy for the next generation, ensuring they inherit a world where authenticity, merit, and mutual respect are the standard and where equality isn’t aspirational – it’s simply how things are.
What advice would you have to other women following your career path that would have helped you when starting out?
Don’t put barriers in your own way. Often we can overthink or doubt ourselves, but trusting your gut is key. Your instincts are powerful – learn to listen to them and trust in your abilities. Equally, don’t let anyone else impose limitations on you. People may try to define what they think you’re capable of, but only you know your true potential. Set your boundaries early and be clear about what you’re willing to take on, and what aligns with your values and goals.
Every experience and every person you encounter will teach you something. Sometimes it’s learning a new skill or approach; other times, it’s seeing what not to do. Even from negative experiences or challenging individuals, there’s always something to take away.
Growth comes from being open to opportunities, learning continuously, and building resilience. Stay focused on your path, trust yourself, and take something valuable from every step along the way.
What does success look like to you?
Success is deeply personal – it’s different for everyone. For me, it’s as simple as going to bed with a clear conscience, surrounded by family in a warm, content home, knowing I’ll tackle something that scares me a little bit tomorrow.
For some, success might mean climbing the career ladder or embarking on a life-changing adventure. For others, it’s achieving a harmonious balance between work and life. Success isn’t one-size-fits-all; it’s shaped by our individual goals, values, and experiences.
Success in leadership means seeing people as more than just employees. It means recognising their individuality – who they are at home, at work, and beyond – and helping them achieve their version of success. When you support your team to thrive, you create a connected, motivated, and empowered workforce. That’s when true success takes shape: when individuals grow and rise together.
Personally, I see success in the everyday moments. A day when my team doesn’t need to knock on my door because they’re confident and empowered. Celebrating milestones, like long-service awards, or simply seeing smiles on my way to get a coffee, reminds me that success is as much about the little victories as it is about the big ones.
