H & M Hennes & Mauritz Gruppe is hiring: Visual Keyholder in Waterloo

Overview

Overall Job Summary: Working at the heart of a fast-paced fashion business, a Visual Keyholder is responsible for creating an environment that inspires customers to explore their personal style. The role supports and guides the store team to deliver an inspiring and exciting Customer Experience in line with H&M. You will actively drive sales and implement the Visual Identity. The Visual Keyholder will meet the expectations of customers and colleagues and follow H&M procedures and standards. This position reports to the Store Visual Manager (based on volume).

What You’ll Do

Your Day to Day

• Sales and profit: Set garment presentation on the sales floor and windows according to the Commercial Handbook. Together with the Department Manager, determine additional commercial opportunities within brand guidelines and execute floor moves based on those discussions.
• Fashion Knowledge: Stay up to date with current fashion trends; share, inspire and educate the store team on seasonal trends, upcoming campaigns, and brand standards.
• Direct Customer Service: Meet customer expectations on direct service according to H&M standards and support the store to achieve an excellent customer experience.
• Indirect Customer Service: Implement the Visual Identity via the Commercial Handbook, ensure well-styled mannequins, create a clear red thread from windows to A-area with wearable buying suggestions, maintain high-quality garment presentation, manage customer flow through fixture placement, and launch/maintain campaigns on time and per standards.
• Commercial Routines: With the Department Manager, monitor store KPIs, initiate actions to reach goals/budgets, adapt store planning from the Commercial plan, and maximize opportunities via the Customer Audit Tool.
• Visual Store Operational Routines: Complete sample picking and floor/window moves to create clear stories, perform daily morning routines before opening, maintain sustainability-minded handling of visual props and marketing materials, keep the visual room organized and safe, keep materials current, and paint/maintain windows as needed.

Team and Development

TEAM

The Visual Keyholder supports the store team through coaching and development, ensuring that all legal requirements and H&M policies are fulfilled in partnership with Store Management.

Training and Development

• Evaluate and develop visual and commercial skills of the store team through regular visual training to support garment presentation in line with the Commercial Handbook.
• Maintain overview, follow up, and provide feedback while executing floor moves with the team.

Communication and Legal Requirements

• Ensure all communication in windows and on the sales floor complies with local legislation.

Back of House Routines

• Perform all store routines including opening and closing following company practices and procedures.
• Work with timekeeping and scheduling, including approving timesheets.
• May be assigned overall store responsibility in the absence of Store Manager or Department Manager during opening/closing.

Security

• Promote employee and customer safety; address health & safety, legal, and security issues; escalate and report loss prevention and safety concerns as needed.

What You’ll Need to Succeed

• Inclusive, positive, creative, and willing to learn on the job.
• Passionate about customer service and helping people find their style.
• A multi-tasker who thrives in a fast-paced environment with an eye for detail.
• 1-2+ years of transferrable experience; previous keyholder responsibilities preferred.
• Physical ability to lift in excess of 20 pounds and to stand for long periods; ability to bend, stretch, push/pull, and carry items (mannequins, clothing, totes, torsos, etc.).
• Ability to climb a ladder and use a step stool.
• Ability to work with hand and power tools (e.g., iron, steamer) and lift to execute display setups.
• Flexible work schedule, including nights and weekends; may be required to travel to support other stores.

Why You’ll Love Working for H&M

• Dynamic, team-driven environment with diverse and kind colleagues.
• Growth and development opportunities.
• Dress your personality; your personal style is encouraged.
• Employee discount at H&M, &Other Stories, and COS.

Job Status: Hourly, Non-Exempt

Compensation: 20.76 - 24.50 hourly

EEOC Code: SLS

Note: This job posting highlights the most critical responsibilities and requirements; additional duties may be assigned at the company’s discretion.

H&M, in good faith, believes the posted compensation range is accurate at the time of posting; pay may vary by qualifications and location. The range may be modified in the future.

We offer benefits including staff discount across H&M Group brands, and additional programs. Details vary by market. Some markets offer additional perks and benefits based on employment type and country.

Inclusion & Diversity: H&M is committed to inclusive, diverse, and equitable workplaces. Do not attach a cover letter to avoid bias in recruitment.

Location: 655 New York 318, Waterloo, United States