Meet Shard Quarter Operations Manager Charlotte Garczewska

The building is not yet complete, so it’s hard hat and high viz as she makes her way to the Level 14 marketing suite, where she will work with Irvine Sellar, the biggest personality in UK property, who is on a singular mission to create the UK’s first vertical city.

She throws herself into making teas, coffees and need-it-yesterday cheese sandwiches, while soaking up information from his sales meetings. All the while, she is developing a detailed mind map of the building and construction work that will make her indispensable for organising tenant tours.

Almost thirteen years later, Charlotte is one of the longest-standing members of Shard Quarter, the team that runs The Shard Quarter estate, having worked her way up to operations manager.

The mind map is still intact as she navigates a series of behind-the-scenes lifts to reach exclusive areas of the building not open to the public.

As she settles into a white woollen chair she explains her decision to reject the traditional university route.

“My mum worked her way up from the shop floor at Marks and Spencer to head office senior buyer. I guess her determination and drive rubbed off,” she says.

Instead, Charlotte’s professional learning was gained hands-on through a variety of different roles.     

As events coordinator, she organised TED talks, fashion shows, and the launch of a new Rolls-Royce. Highlights were organising visits from David Attenborough and Queen Elizabeth II – the service lift is still known as the ‘Queen’s lift’.

As assistant occupier relations manager, she had the chance to reengage with the businesses she had shown around the building as a marketing junior, helping them with office fit-outs, moving in, and maintenance not to mention the every day relationship building and meeting with the occupiers on a regular basis. It was satisfying to see Sellar’s vision come to life.

“He never wanted it to be a building full of suits looking down at their phones and never saying ‘Hi’ in reception,” she says.

“We brought in fashion, finance, lawyers and media companies. Everyone was different, and that created a vibe. Having so many different personalities in the building is super important, and that’s what I still strive for.”

In between work, there was time for fun. A keen CrossFitter, her PB for running up The Shard central staircase is 12.5 minutes – the record by an ex-army security officer is around 6.5 minutes. Sadly, the challenge is off-limits now the building is in full use.

People skills are the key to operating in a building with lots of moving parts (literally – The Shard has 36 elevators) and can only be honed with years of on-the-ground experience.

A role in occupier relations involved acting as a translator between the building teams and businesses, which added to Charlotte’s already encyclopaedic knowledge of the building’s workings.         

“It’s about trust. No one wants to be told their air conditioning is going to be switched off for a day, but if you help them plan around it and explain that it’s necessary maintenance, people will be okay.”

The people skills come in handy now that she is looking after several teams, including front-of-house, technical and housekeeping. She stresses the importance of making time for people and creating a culture where people are happy to be at work.

A gratifying full-circle moment happened recently when a junior member tentatively asked her to explain a process. “You must always ask questions,” she says, “it’s the fastest way to learn.”

Explore the Neighbourhood – Charlotte’s guide 

Bread Ahead, Cathedral Street, SE1

I love the smells of Borough Market. A favourite stop is the Bread Ahead stand, which sells freshly baked doughnuts loaded with fillings like velvet chocolate, pistachios, and coconut cream.

Oblix at The Shard, SE1

The bar at Oblix on Level 32 of The Shard has a great after-work atmosphere on a Friday evening. I love their gin and tonics for the healthy measures and large blocks of ice that melt slowly, so don’t ruin the drink.

Bermondsey Street, SE1

There wasn’t much going on south of London Bridge when I first joined The Shard. Now, on Bermondsey Street, you’ve got delis, bars, pubs with cinemas underneath, and galleries like White Cube.