The world’s biggest chocolate processor has promised a “relentless focus” on customer service as part of a strategy shake-up.
A “determined shift” to premium segments will play part of Barry Callebaut’s new Focus for Growth strategy, revealed this week by new CEO and former Unilever boss Hein Schumacher.
“Focus for Growth marks a shift toward sharper investment choices combined with driving operating discipline across the group,” said Schumacher, who was appointed in January 2026.
“Following a period of unprecedented industry disruption and transformation, we must first stabilise our fundamentals, restore customer service and prioritize customer-centricity.”
Barry Callebaut has predicted a 1% to 3% drop in volumes in the year to 31 August 2026, after massive volatility in cocoa prices over the past two years saw chocolate prices soar.
Now, the Swiss group has set its sights on 2%-4% volume growth, and low-teens percentage growth in profit before tax, alongside CHF300-CHF400m in free cash flow.
In mature markets such as the UK, Barry Callebaut will focus on strengthening service and quality, and “attractive” segments such as biscuits, bakery, ice cream, ‘better-for-you’ and private label.
It said it would also clearly differentiate premium and mainstream product offerings to help capture the growing demand for both top-quality and cheaper products.
“We are accelerating our focus on higher-value and differentiated solutions for everyday chocolatey occasions,” added Schumacher.
“By focusing on 10 must-win markets, prioritising Gourmet, scaling select specialties and strengthening our premium offerings across the portfolio, we aim to drive above market volume and revenue growth with enhanced profit and returns. Further, we will continue to diversify our sourcing portfolio as the world’s largest cocoa bean processor to safeguard future supply security and enhance operational resilience.”
The company said it expected a gradual recovery of market demand after a period of “exceptional volatility”. It estimated volumes would return to growth of 1% to 3% over the next 12-18 months.
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