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Natalie Charleston

Strategic customer success and operations leader with over a decade of experience building high-performing teams, driving client engagement, and delivering measurable business results across large, multi-market portfolios. Known for cultivating executive partnerships, optimizing systems for scalability, and leading through data-informed decisions and people-first leadership. Recognized for aligning organizations around client success, commercial growth, and world-class customer experience.

Key Skills

Client Relationship
Executive Stakeholder Management
Team Leadership and Development
Operational Excellence and Process Optimization
Revenue Retention and Growth Strategy
Cross-Functional Collaboration
Data-Driven Decision Making

Professional Experience

May 2021
Present
District Manager- Licensed Buisness
Starbucks Coffee Company Denver, US
Led multi-market operations for 24 licensed units across hospitality, grocery, and travel channels, ensuring consistent brand, safety, and service standards through strong partnerships, accountability, and people leadership.

  • Directed in-field activations and education visits to support product launches, strengthen brand storytelling, and energize team engagement.
  • Served as key account lead for Target, collaborating with senior leaders to improve field execution, elevate brand visibility, and drive sustained sales growth.
  • Strengthened relationships with key partners (Hyatt, King Soopers, Target, and travel partners) by tailoring coaching and communication to align with each brands culture and KPIs.
  • Conducted in-field visits to coach teams on brand execution, merchandising standards, and seasonal activation strategies that elevated customer experience and sell-thru performance.
  • Elevated customer satisfaction from 91% to 96% in one quarter by uniting licensees around a shared vision and empowering leaders to take ownership of outcomes.
  • Improved retention by 5% through targeted development plans, consistent engagement, and field-based coaching.
  • Partnered with cross-functional teams in marketing, HR, and operations to design territory service plans supporting national priorities and local execution.
  • Developed scalable onboarding and field training programs that accelerated readiness, improved brand consistency, and elevated the guest experience.
  • Sustained team performance and engagement through organizational change by maintaining clear communication, structured coaching, and consistent recognition.
Feb 2021
Feb 2023
Co-Founder and Co-CEO
Rocky Mountain Pearls, LLC Northern Colorado / E-Commerce, US
Co-founded and scaled a seven-figure e-commerce brand, leading operations, vendor compliance, and fulfillment systems that upheld quality and consumer protection standards across domestic and international markets.

  • Achieved $1M in first-year revenue through innovative digital engagement strategies and real-time customer interaction models that increased retention and conversion.
  • Built and nurtured an active online community through interactive experiences and responsive communication that deepened customer loyalty.
  • Designed and launched an online training program focused on process automation, digital operations, and customer experience management, enabling hundreds of small business owners to scale effectively.
  • Managed global supplier relationships and implemented quality assurance and fulfillment workflows that improved efficiency, reduced errors, and strengthened customer trust.
  • Oversaw end-to-end business operations by integrating support, fulfillment, and communication systems to create a seamless customer experience across channels.
  • Increased customer engagement and repeat purchases through proactive communication, data insights, and feedback systems that informed product and service enhancements.
Dec 2017
May 2021
District Manager- Company Operated Business
Starbucks Coffee Company Denver, US
Led operational and customer excellence for 12 company-operated locations, driving performance through consistent execution, leadership development, and disciplined adherence to brand, safety, and labor standards. Owned full P&L responsibility for the district portfolio while cultivating engagement, accountability, and a culture of growth across diverse teams.

Oversaw full P&L and multimillion-dollar budgets while exceeding KPIs in satisfaction, retention, and engagement, and cultivating a culture of accountability and growth.
  • Directed the full leadership lifecyclefrom recruitment through successionbuilding a bench of future district leaders through coaching, mentorship, and performance development.
  • Strengthened the leadership pipeline through targeted development plans, accelerating promotion readiness by 20%.
  • Guided teams through organizational transitions with transparent communication and balanced decision-making that maintained trust and stability.
  • Implemented communication and performance systems that enhanced transparency, improved customer satisfaction, and accelerated issue resolution.
  • Addressed performance challenges with empathy and clarity, sustaining morale and alignment with brand values.
  • Partnered with HR to resolve employee relations matters and ensure compliance with corporate and legal standards.
  • Organized regional community events attracting 500+ participants, enhancing brand visibility and strengthening local partnerships..
  • Served on the regional board of NEXT, a Starbucks leadership network supporting talent development and community career readiness across Arizona, Colorado, and Montana.
Feb 2011
Dec 2017
Store Manager/Store Manager Trainer
Starbucks Coffee Company Corpus Christi, US
Oversaw operations for a high-volume location with 40+ employees, consistently achieving top-tier results in customer satisfaction, retention, and profitability.

  • Led through the COVID-19 pandemic by maintaining operations, keeping the store open as a critical point of stability for employees and the community, and ensuring safety and continuity.
  • Reorganized store systems and workflows to improve efficiency, barista experience, and customer satisfaction.
  • Trained and mentored 12 Assistant Store Managers for promotion, building a strong leadership pipeline for future district roles.

Education

Aug 2008
Aug 2011
Medical Assistant Certification in Everest College

Certifications

2023
Coffee Master
Starbucks Coffee Company

Achievements

2024
District Manager of the Year
District Manager of the Year was awarded for driving significant gains in customer satisfaction, stabilizing performance through organizational change, and elevating brand execution across 24 licensed locations. It recognized both the commercial results achieved and the leadership foundation built within each team.
2023
Community Champion
The Community Champion award acknowledged my work in building partnerships, leading community events, and using store operations as a platform to drive meaningful local impact. It recognized how operational excellence and community engagement can reinforce one another to strengthen brand reputation and trust.S
2020
Store Manager of the Year
Receiving Store Manager of the Year reflected the strong operational results, customer outcomes, and cultural consistency achieved under my leadership. As the region’s Store Manager Trainer, I played a key role in accelerating leadership readiness by developing high-potential talent and supporting the growth of future district leaders.

Languages

English
(Native)

Get in touch with Natalie