Co-host of The Charity Shop Chat Podcast, a space for real conversations with the people who make charity retail what it is.

With over 20 years of experience in retail, Charlotte has built a career defined by curiosity, collaboration, and innovation. After completing a degree in Psychology at the University of Warwick, she began her journey in Merchandising, working with major retailers including Mothercare, Tesco and Figleaves, and managing retail accounts for iconic brands such as Calvin Klein, Stella McCartney, and Tommy Hilfiger. These years honed her expertise in data-led decision-making, buying, and multi-channel strategy.

After two decades in the commercial world, Charlotte took her knowledge into the charity sector, where she found her true purpose – helping charity shops combine mission with margin. As Head of Retail & Marketing at Isabel Hospice, she led a vibrant retail network of 17 shops, multiple eCommerce platforms, and a central warehouse and donation centre. Under her leadership, the team delivered award-winning results, keeping sustainability, inclusion, and community at the heart of every decision.

Charlotte’s achievements include winning multiple awards including the Charity Retail Association Leadership Award (2023), eBay Social Value Award, and BBC Three Counties & Heart Radio Hertfordshire Heroes Green Award. She also served as a Board Director for Equity, Diversity and Inclusion at the Charity Retail Association, and has been a finalist for both the CRA Outstanding Charity Retailer and EDI Awards.

Also a qualified MBTI practitioner, Charlotte is passionate about people development and team dynamics, helping others understand themselves and work better together. She is a regular speaker at sector conferences, including Hospice UK and the Charity Retail Association, and is known for championing people-centred leadership, sustainable retail, and the power of purpose in business.

Based in Hertfordshire, Charlotte works with charities across the South and South East and also offers remote and hybrid support nationwide. Whether you’re a small local hospice or a large national charity, she brings the experience, insight, and encouragement to help you grow your retail impact, strengthen your teams, and build a more sustainable future.

To find out more about Charlotte’s services and how she can support you, get in touch

Hear from our clients

Age UK Wyvern

On behalf of our CEO and senior leadership team at Age UK Wyvern, I’d like to thank Charlotte for a fantastic MBTI session. Her expert facilitation, engaging fun style (Play-Doh!) and practical insights helped us better understand ourselves and each other, leading to meaningful conversations about how we work together most effectively. A valuable and impactful experience for our leadership team. Highly recommend!

CVS Tendring

The EDI training session created a safe and supportive environment where charities and community groups could openly explore inclusivity. The trainer was extremely knowledgeable, paced the session well, and encouraged discussion without anyone feeling rushed or under pressure. As a result, participants left feeling more confident in EDI and motivated to introduce short, meaningful inclusivity discussions into their own teams. The additional resources shared after the session were also a valuable support.

Dove House Hospice, Head of Retail

Charlotte joined us to deliver EDI training as part of our Retail Away Day, and I was really impressed with how engaging and interactive the session was. She created a fun and relaxed atmosphere that encouraged everyone to get involved and have open and honest conversations. The team thoroughly enjoyed the session, and the feedback was very positive. I would highly recommend Charlotte to other organisations looking to deliver engaging and meaningful EDI training.

Royal Horticultural Society

The group fed back that Charlotte was a brilliant speaker and really valued hearing about her personal experiences. Many could relate to them and felt they learned a great deal from her honesty and insight. It was also great to have a couple of allies on the call, who shared how thought-provoking they found her examples of active allyship (as did I). They found themselves reflecting on moments where they could have done more, as well as thinking about how they might approach similar situations differently in the future.

That’s a real testament to the impact of Charlotte’s session.

St Luke’s Hospice

What a motivating, energised and focused Retail Strategy Day Charlotte led for us. Brilliant facilitation and leadership of the session – great balance and pace and Charlotte made a true difference. She expertly navigated us through and made it a really enjoyable day and her insight was really appreciated.

Weston Hospicecare, Chief Executive

Weston Hospicecare asked the Charity Retail Consultancy to assist us with a Stock Operations Review in June 2026, to help us understand what bottlenecks existed to limit the flow of our stock from point-of-donation to point-of-sale, as we had been experiencing some back pressure on stock and a sense of being over-donated. Charlotte Greenwood undertook the review for us, spending several days on location with our Retail team. She worked collaboratively and transparently, and was very well received by our team.

The ensuing report has exceeded our expectations with a number of insights, practical suggestions that we feel confident we will be able to implement, and all presented visually in an easy-to-understand format that lends itself well to communicating our plans to the Retail team. As a result, we hope to ease stock handling pinch-points, improve stock handling efficiency, improve our donor experience, and ultimately increase sales of donated goods. We are very grateful to the CRC for Charlotte’s assistance.

Charlotte Greenwood