Operations & Logistics Lead- Hotel Chocolat

Job Description:

Operations & Logistics Associate - Hotel Chocolat

Chicago, IL

Hybrid (on-site 3 days a week)

Hotel Chocolat has built a strong position as the UK’s favorite premium chocolate brand. Hotel Chocolat is looking for a proactive and results-driven Operations and Logistics Associate to join our growing US team and support the expansion of our business. This role is integral to managing end-to-end omni-channel operations across retail, e-commerce, and future wholesale channels. You will collaborate closely with supply chain and trading teams in both the US and UK, as well as external third-party partners and cross-functional stakeholders, to ensure best-in-class product availability and service delivery at optimized costs.

Additionally, you will contribute to the development of network design strategies that support efficient coast-to-coast operations, enabling the business to maximize trade opportunities and deliver exceptional customer experiences.

This is an ideal role for someone who thrives in a fast-paced environment, enjoys solving problems, and wants to learn every facet of how a consumer brand operates and scales.

What are we looking for?

• Minimum of Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• 1+ years of experience in consulting, supply chain, logistics, or operations is a plus (CPG, retail, or eCommerce preferred).
• Data-driven and process-oriented problem solver who thrives in ambiguity and loves creating structure from chaos.
• Excellent communication skills and ability to collaborate across teams and external partners.
• Eager to learn, grow, and make an impact in a scaling, entrepreneurial environment.
• Not afraid to roll up your sleeves to find a way to get the job done.
• Willingness & desire to learn, take risks, and improve from mistakes.
• High proficiency in Microsoft Office Suite (Excel, PowerPoint).
• Experience with DTC, Amazon, Tik Tok Shop, or major retailers a plus.

What would be your key responsibilities?

Omnichannel Logistics Support

• Support the execution of logistics operations across retail and eCommerce channels, ensuring on-time delivery and seamless coordination between stores, warehouses, and online fulfilment.
• Coordinate with UK-based supply & fulfilment teams, freight forwarders, and trade compliance stakeholders to facilitate seamless movements globally of stock to the US market.
• Partner with the U.S. Operations & Logistics Manager on the setup and optimization of logistics networks that align to store openings and business growth targets.
• Assist in monitoring inventory levels and replenishment across distribution nodes in network, helping maintain optimal stock availability to meet sales and service goals at a minimized cost basis.
• Help execute and refine order fulfilment processes, ensuring smooth flow from warehouse to customer and driving an exceptional end-to-end customer experience.
• Support peak period readiness by coordinating with freight, warehouse, and transport partners to maintain service levels during high-volume seasons.

3PL Operations & Vendor Coordination

• Lead as a day-to-day point of contact for freight forwards, freight brokers, and 3PL partners to have a consistent pulse on order flow, delivery statuses, and ability to resolve exceptions quickly.
• Support vendor and carrier performance management by maintaining metrics dashboards, monitoring on-time and in-full SLAs, and flagging service gaps or improvement opportunities across the partner network.
• Document key 3PL operational processes to ensure adherence to contracts and agreed upon order preparation guidelines to deliver a consistent customer experience.
• Collaborate with external partners to improve accuracy, efficiency, and speed of goods movement across the U.S. network.

Data, Reporting & Continuous Improvement

• Maintain and analyze key operations reports — including order accuracy, delivery times, and inventory performance — to identify trends and recommend improvements.
• Contribute to cost tracking and forecasting by providing accurate data for cost-to-serve and per-unit cost analyses.
• Support process improvement initiatives aimed at increasing efficiency,…