General Manager - O'Hare Boutique

Our Company

At Vosges Haut-Chocolat, we harness the power of storytelling to open minds, spirits and palates through chocolate, inspiring us all to interact with the world in a more loving way. We seek to create harmony, creativity and inspiration through the exploration of the alchemic balance between the soul that seeks happiness and the spirit that wants to rule the world.

We are on an everlasting quest for ingredients at the pinnacle of their taste profile, making it our mission to carefully select the finest ingredients Mother Nature and our farmer and artisan partners have to offer.

Travel the world through chocolate and open your mind body and spirit to peace, love, and chocolate.

Position Summary

The General Manager serves as the strategic leader of Vosges Haut-Chocolat’s O’Hare boutiques, responsible for delivering exceptional performance in operations, client experience, and team leadership. In this high-touch luxury environment, the GM cultivates a culture of excellence, accountability, and continuous improvement while ensuring a personalized, concierge-style guest experience that reflects the brand’s unique aesthetic and innovation.

This role includes recruiting, training, and mentoring top talent; driving sales through targeted strategies; and maintaining seamless daily operations aligned with brand standards in merchandising, cleanliness, and safety. The GM acts as a true brand ambassador and partners closely with the Regional General Manager and cross-functional teams to implement boutique-specific initiatives that support broader business goals. Success in this role requires a results-driven leader with a strong retail management background and a passion for delivering unforgettable luxury experiences.

Core Responsibilities

Boutique Operations & O’Hare Compliance

• Oversee daily operations of multiple airport boutiques, ensuring smooth openings, proper staffing, and consistent adherence to O’Hare policies.
• Monitor boutique supply levels and prepare monthly inventory/supply orders in coordination with the Team Lead and warehouse teams via Shopify and Fishbowl
• Perform monthly chocolate inventory; ensure proper documentation and forecast-based replenishment to avoid outages via Shopify and Fishbowl
• Maintain accurate and current checklists for all operational procedures (opening, closing, cash handling, product rotation).
• Serve as O’Hare Signatory: manage badging process (onboarding, tracking, auditing, annual trainings), prepare documentation, and liaise with O’Hare Unison.
• Coordinate and lead the creation, execution, and removal of displays for Unison/O’Hare marketing and promotions.
• Represent Vosges at tenant meetings, airport job fairs, and collaborative airport marketing or hiring events.

Team Leadership & Development

• Recruit, hire, and onboard all boutique-level staff in partnership with the Regional GM and HR.
• Develop and coach Chocolate Concierges and Team Leads through daily floor leadership, shadowing, real-time coaching, and regular 1-on-1s.
• Create boutique schedules that align with approved labor budgets and ensure coverage at all locations.
• Track team attendance, callouts, late openings, and policy violations; issue corrective actions as needed and document all actions.
• Lead performance management activities, including evaluations, write-ups, performance improvement plans, and exit procedures.
• Foster a culture of excellence, accountability, and growth by recognizing achievements, mentoring high-potential staff, and assigning developmental responsibilities.

Client Experience & Brand Presentation

• Ensure all team members are trained in concierge-level guest service, upselling techniques, and      product storytelling.
• Monitor service quality in real time, stepping in to model guest interaction standards and correct service gaps.
• Maintain boutique visual standards and ensure merchandising, signage, and displays are aligned with brand guidelines.
• Lead and support  retail-specific events and other client engagement initiatives.

Business Development & Sales Strategy

• Execute boutique-level action plans to meet and exceed monthly sales targets.
• Monitor daily, weekly, and monthly KPIs; identify and address underperformance.
• Communicate boutique marketing needs (e.g. signage, campaigns) to Retail Leadership and collaborate on implementing promotional strategies.
• Leverage Unison/O’Hare promotional opportunities (pop-ups, events, collaborations) to increase foot traffic and brand awareness.

Communication & Cross-Functional Collaboration

• Maintain daily communication with the Regional GM and Retail Leadership regarding boutique updates, wins, and issues.
• Participate in weekly retail leadership calls, boutique walkthroughs, and internal meetings.
• Respond promptly to email communications and ensure accurate reporting and documentation across all areas of responsibility.

Emergency & Technology Protocols

• Enroll and stay up-to-date on O’Hare emergency alerts, weather plans, and evacuation procedures; communicate these clearly to boutique staff.
• Ensure mobile ordering platforms are functioning and maintained; train all staff on use, troubleshooting, and order fulfillment.
• Address IT issues by coordinating with the tech support team and submitting proper service requests.

• 3+ years of luxury or premium retail management experience (luxury retail experience preferred).
• Proven ability to lead, coach,  and develop top-performing teams in high-traffic, fast-paced environments.
• Strong time management, multitasking, and organizational skills.
• Experience with scheduling, payroll compliance, and labor budgeting.
• Excellent verbal and written communication; confident navigating conflict and employee relations      issues.
• Visual merchandising experience with a sharp eye for detail and storytelling.
• Ability to lift to 30 lbs., stand/walk for long shifts, and work flexible hours including evenings,      weekends, and holidays.
• Comfortable with exposure to allergens: peanuts, dairy, gluten, soy, seafood, shellfish.
• Must meet and maintain requirements for O’Hare Signatory status.