Head of Operations Management (m/w/d)

Director, North America Sales & Operations

Läderach | chocolatier suisse· United States (Field-Based, 60–70% Travel)

What began as a small confectionery with the vision of creating "a shop of sweet gifts" has grown, across three generations and more than six decades, into one of the world’s most respected premium chocolate houses.

The brand’s defining philosophy — bean to bar to you — reflects a commitment to controlling every step of the chocolate journey. All Läderach chocolate is manufactured in Switzerland, in the company’s own factory in Bilten, Glarus. Cacao is sourced directly from farming partners, fermented and dried at origin, then crafted into finished chocolate entirely in-house. Nothing is outsourced. In 2018, Elias Läderach — now Chief Creative Officer and third-generation family member — became the first Swiss chocolatier to win the World Chocolate Masters in Paris, besting 19 international competitors. Today, the brand operates more than 220 chocolateries across 25+ countries, with a growing and active retail footprint across the United States and Canada. North America is a priority market — and we are building the leadership team to match that ambition.

The Director, North America Sales & Operations is accountable for the full execution of Läderach’s retail organization across the United States and Canada — from store standards and customer experience to labor productivity, training execution, and the performance of the field leadership team. You will lead the Regional Sales Managers directly, and through them, the entire frontline retail operation.

If you are looking for a platform to grow into an executive leadership role within a brand that takes quality seriously, this is it.

Lead and develop the RSM team — set direction, build capability, hold the field leadership layer accountable for performance and standards across all markets.

Own operational excellence — establish and enforce store standards, operational rhythms, and execution discipline across every boutique in the network.

Drive training and customer experience — ensure that brand standards, product knowledge, and service behaviors are embedded in every market through rigorous training execution and consistent coaching.

Manage labor productivity — develop staffing models, oversee scheduling discipline, and optimize labor efficiency without compromising the guest experience.

Champion sales performance — L4L sales growth, conversion, and average transaction value are your metrics; Lead new store openings — own the operational playbook for market entry and new boutique launches, ensuring every opening reflects the Läderach standard from day one.

Connect field to HQ — serve as the primary channel for translating field reality into strategic decisions; Eight or more years of multi‑unit retail leadership, with demonstrated accountability for operations, standards, and a distributed field team. A track record in premium or specialty retail — brands where the guest experience is the product. Familiarity with the rigor of Läderach’s peers (luxury, specialty food and beverage, high‑touch lifestyle) is a strong advantage.

Operational credibility and field presence — you are known for raising the floor, not just managing the top. Executive presence and the ambition to grow — this role is a stepping stone to the most senior operations leadership in North America. Annual Bonus

field‑based with 60–70% travel across the North America network

If you are a senior retail operations leader ready to build something at a brand that stands apart, we want to hear from you. Please submit your resume and a brief note on your background in premium multi‑unit operations.

All openings are filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law. Our success and momentum to expand is only possible through the passionate drive of our diverse 2,500 employees, who come from more than 80 countries and represent various backgrounds, religious beliefs, and lifestyles.

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