H&M
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 the most inspiring Customer Experience in line with H&M. The Visual Keyholder actively drives sales and implements the Visual Identity. This role follows H&M procedures and standards and reports to the Store Visual Manager (based on volume).
Responsibilities
- Sales and profit: set garment presentation on the Sales Floor and Windows according to the Commercial Handbook; determine additional commercial opportunities with the Department Manager; execute floor moves based on joint discussions.
- Fashion Knowledge: stay up to date with current fashion trends; share, inspire, and educate the store team on seasonal trend information, upcoming campaigns, and brand standards.
- Direct Customer Service: meet customer expectations on direct service according to H&M standards; support the store to achieve an excellent customer experience.
- Indirect Customer Service: follow up on the H&M Visual Identity through the Commercial Handbook; ensure well-styled mannequins in windows and in-store; create a clear red thread from windows to A-area with wearable buying suggestions; maintain high-quality garment presentation daily; manage customer flow through fixture placement and navigation; launch and maintain all sales campaigns on time and to standard.
- Commercial Routines: support the Department Manager to follow store KPIs and drive actions to reach store goals; adapt store planning according to the Commercial plan; complete and act on the Best Brand portion of the Customer Audit Tool to maximize opportunities.
- Visual Store Operational Routines: complete sample picking and floor moves to tell clear stories; perform daily morning routines before opening; maintain and safeguard visual props and materials with a sustainability mindset; keep the visual room organized; keep materials current and inform the team about seasonal changes; paint and maintain windows as needed.
Team, Training & Development
- Support the Store team through coaching and development; ensure legal requirements and H&M policies are fulfilled.
- Evaluate and develop the visual and commercial skills of the store team through regular visual training; provide feedback during floor moves with the team; identify potential for Visual Merchandiser succession.
Communication & Legal Requirements
- Ensure all window and sales floor communication complies with local legislation.
Back of House & Security
- Perform store opening and closing, follow company practices; work with timekeeping and scheduling; may assume overall store responsibility in absence of Store Manager or Department Manager; promote employee and customer safety; address health & safety, legal, and security issues; escalate employee issues as needed.
Qualifications
- Inclusive, positive, creative, and willing to learn on the job.
- Passionate about customer service and helping people find their style.
- Ability to multitask in a fast-paced environment with attention to detail.
- 1–2+ years of transferrable experience; previous keyholder responsibilities preferred.
- Physical ability to lift in excess of 20 pounds; ability to stand for long periods; ability to bend, stretch, and perform repetitive motions; push, pull, and carry items (mannequins, clothing, totes, torsos) for short distances; climb a ladder and use a step stool; operate hand and power tools (e.g., iron, steamer); flexible schedule including nights and weekends; may require travel to support other stores.
Compensation & Benefits
- Job Status: Hourly, Non-Exempt
- Compensation: Hiring range is $20.76 - $24.50 hourly
- Benefits: Staff discount across H&M Group brands; access to incentive programs; additional market-specific benefits may apply
EEOC & Diversity
- H&M is committed to inclusive, diverse, and equitable workplaces; we seek a variety of knowledge, experiences, and ideas; do not require a cover letter in applications to reduce bias.
Company Description
H&M is a fashion brand offering the latest styles and inspiration, from fashion pieces and designer collaborations to affordable wardrobe essentials. Our business idea is fashion and quality at the best price in a sustainable way.