Silvana Kopani
London,UK
Summary
Operations leader with 14+ years' experience managing multi-site businesses across the UK, GCC and Canada within luxury and premium service environments. I have led the launch and scaling of operations internationally, with a strong focus on performance, commercial delivery, and operational efficiency. With full P&L responsibility, I lead teams across multiple locations, ensuring alignment on standards, performance, and long-term growth. Known for building strong teams and effective partnerships, I have consistently delivered measurable improvements in revenue and overall business performance.
Overview
22
22
years of professional experience
Work history
Operations Manager – Multi-Site & International
The Grooming Company
London
2020.02 - 2026.04
- Directed multi-site operations across the UK, GCC and Canada, ensuring consistent standards and customer experience.
- Led the launch of 8 international locations, managing setup, team readiness, and operational alignment with head office expectations.
- Delivered 30% revenue growth and improved EBITDA by 15% by strengthening performance tracking and adapting operations to local markets.
- Held full P&L responsibility across multiple sites, overseeing budgeting, cost control, and revenue planning.
- Managed regional marketing activity and pricing strategies to support customer growth while protecting brand positioning.
- Negotiated supplier agreements, reducing costs by 20% and improving product availability across locations.
- Supported and guided site leadership teams, focusing on performance, engagement, and consistent service delivery.
- Introduced POS/CRM systems to improve the customer journey and streamline booking and client engagement.
Sales Director
Intertrade Group
London
2019.09 - 2019.12
- Managed key retail partnerships with Harrods, Selfridges, and Harvey Nichols, strengthening brand presence within the luxury sector.
- Increased revenue by 30% within the quarter by focusing on high-performing accounts and targeted sales activity.
- Led the launch of new product lines, working closely with retail partners to position and sell effectively in-store.
- Oversaw sales planning, reporting, and budget control and supported the sales team, driving accountability and performance.
- Used customer and sales data to refine product and improve sell-through.
Operations Manager
Nails & Brows
London
2014.04 - 2019.09
- Increased annual revenue by 54% by restructuring operations, improving cost control, and strengthening service delivery.
- Managed day-to-day operations, ensuring consistency in service standards, team performance, and customer experience.
- Led the development and launch of new eyebrow product lines, from sourcing through to in-store execution.
- Introduced clear operational processes and quality controls to improve consistency and compliance across the business.
- Built relationships with hospitality partners, supporting brand positioning and expanding business opportunities.
- Improved team productivity by streamlining workflows, training staff, and setting clear performance expectations.
- Strengthened stock management and supply processes, reducing waste and improving product availability.
- Used performance data to identify gaps and improve output, contributing to customer satisfaction reaching 85%.
Business Account Manager
North-West Six
London
2007.01 - 2014.04
- Managed a portfolio of B2B and B2C accounts, building strong client relationships and supporting long-term retention.
- Delivered consistent 10% year-on-year sales growth by developing existing accounts and identifying new business opportunities.
- Led sales forecasting and performance tracking, improving pipeline visibility and conversion rates.
- Negotiated supplier and partner agreements, reducing costs while maintaining service quality.
- Supported and developed team members, contributing to improved productivity and overall performance.
Assistant Manager
Tommy Hilfiger
London
2004.06 - 2007.04
- Supported day-to-day store operations, ensuring standards were maintained across service, merchandising, and presentation.
- Supervised and coached the retail team, focusing on sales performance and customer service.
- Managed high customer footfall, resolving issues and maintaining a positive in-store experience.
- Oversaw stock control and replenishment, ensuring availability of key products.
- Contributed to sales performance through in-store promotions and team support.
Education
High School Diploma -
Business, Economics & Management (Coursework)
TiranaSkills
- Multi-Site Operations
- Commercial Performance
- Operational Efficiency
- P&L Management
- Team Leadership
- Business Development
- Process Improvement
- Stakeholder Management
- International Operations
- Digital Systems & CRM
Languages
English
Fluent
Italian
Fluent
Albanian
Fluent
Timeline
Operations Manager – Multi-Site & International
The Grooming Company
2020.02 - 2026.04
Sales Director
Intertrade Group
2019.09 - 2019.12
Operations Manager
Nails & Brows
2014.04 - 2019.09
Business Account Manager
North-West Six
2007.01 - 2014.04
Assistant Manager
Tommy Hilfiger
2004.06 - 2007.04
High School Diploma -
Business, Economics & Management (Coursework)