Open to opportunities

Charlotte Del Grande

@charlottedelgrande

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Strategic operations manager driving retention and scalable support teams.

South Africa

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What I'm looking for

I seek a role leading scalable support or operations teams where I can improve retention, optimize processes, and drive inclusive program growth.

I am a Strategic Operations & Support Manager with seven years of global experience in educational development and program management, recently completing an MSc in Psychology. I design inclusive, high-impact applicant journeys and scale remote support teams, leveraging expertise in CRM, operations tools, and data-driven retention strategies.

I have a proven track record resolving escalations, leading recruitment and onboarding, and launching a digital business management consultancy that delivered SEO and content-driven growth. I prioritize stakeholder management, cross-cultural collaboration, and outcomes that protect brand reputation and exceed KPIs.

Experience

Work history, roles, and key accomplishments

Current

Support Manager

Current

TravelBud

Jan 2025 - Present (1 year)

Executed growth strategies and operational plans to drive company expansion and program development; accountable for department fee projections and improving applicant retention through enhanced support processes.

Operations Management CRM & Customer Success Stakeholder Management Salesforce Asana Team Leadership Data Analysis

Deputy Support Manager

TravelBud

Jun 2024 - Jan 2025 (7 months)

Resolved high-level escalations and complaints to protect brand reputation; led recruitment, onboarding, and mentorship programs to improve team performance and retention.

Escalations Onboarding Mentorship Support Operations CRM Process Improvement Cross Cultural Communication

Support Coordinator

TravelBud

Aug 2023 - Jun 2024 (10 months)

Served as primary contact for program participants, providing 24/7 assistance with logistics, visa applications, and pre-departure support to ensure smooth participant experiences.

Logistics Coordination Visa Support Customer Service CRM Communication Crisis Management Cultural Sensitivity

Founder

Lots & Lots Online Business Management

Aug 2021 - Dec 2023 (2 years 4 months)

Launched and scaled a digital business management consultancy, delivering market analysis, financial planning, and digital marketing initiatives that increased brand visibility and revenue.

Digital Marketing SEO Content Marketing Business Planning Financial Forecasting Client Management Social Media WordPress

Executive Assistant

M-AG Consultancy

Jun 2022 - Jul 2023 (1 year 1 month)

Streamlined internal workflows and provided C‑suite administrative support, managing complex calendars and international travel logistics to improve organizational productivity.

Executive Support Calendar Management Travel Coordination Process Improvement Administrative Operations Google Workspace Slack

Education

Degrees, certifications, and relevant coursework

University of Portsmouth

Master of Science, Psychology

Completed an MSc in Psychology with a focus on learning disability and mental well-being, applying insights to program design and support services.

University of Kent

Bachelor of Arts (Hons), Cultural Studies & Social Anthropology

Completed a Bachelor (Hons) in Cultural Studies and Social Anthropology incorporating interdisciplinary study of culture, society, and social research methods.