Lina Kowalska

Operations Director @Townhouse

London, GB

Built and scaled Townhouse from a single location to a nationwide and international brand.As a founding team member, I designed and implemented the operational foundations that enabled rapid, high-quality expansion across the UK and into the US. I lead operational excellence, site openings, talent development, and brand standards across all locations, with a focus on sustainable growth, team empowerment, and premium service delivery.Key achievements:Led operational expansion from 1 to 35+ locations across London, Manchester, and Los Angeles, with new sites underway in New York.Created and formalized the New Site Opening (NSO) department and protocols, enabling efficient, consistent launches at scale.Built and structured the company’s head office hierarchy and operational departments (Stores, Training, Customer Care, Recruitment, Utilisation, NSO).Developed operational SOPs, quality audits, brand standards, and compliance protocols, driving Townhouse\'s reputation for excellence.Negotiated supplier partnerships, managed cost controls, and selected service products aligned with brand standards.Directly managed the launch of flagship sites, including Kensington High Street and Harrods partnership locations.Spearheaded US operational expansion, onboarding and training the first US operational leadership.Co-hosted annual company gala events and contributed to Townhouse winning multiple industry awards.

London Metropolitan University

Bachelor of Arts (BA), Economics and IR

Stockholm University

Executive MBA, MBA

Krakow University of Economics

Master of Business Administration (MBA), Business Administration and Management, General