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 will support and guide the store team to deliver the most inspiring and exciting Customer Experience in line with H&M. You will actively drive sales in the store and are responsible to implement the Visual Identity. The Visual Keyholder will always meet the expectations of customers and colleagues, as well as follow H&M procedures and standards.
This position reports to our Store Visual Manager (Based on volume).
Responsibilities
- Sales and profit: Set garment presentation on the sales floor and windows according to the Commercial Handbook. With the Department Manager, identify additional commercial opportunities in the store within H&M brand guidelines and execute floor moves accordingly.
- 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 and support the store to achieve an excellent customer experience.
- Indirect Customer Service: Implement the 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, ensure clear customer flow through fixture placement, and launch/maintain all sales campaigns on time per H&M standards.
- Commercial Routines: In partnership with the Department Manager, follow up on store KPIs and take actions to reach store goals and budgets; adapt store planning according to Commercial plan and complete the Best Brand portion of the Customer Audit Tool to maximize opportunities.
- Visual Store Operational Routines: Complete sample picking and floor moves to create clear stories and wearable buying suggestions; complete all morning routines before opening; manage incoming visual props and marketing materials with sustainability mindset; keep visual areas organized and safe; keep materials current and inform the team of seasonal changes; paint and maintain windows as needed.
- Team: Support the store team through coaching and development; ensure all legal requirements and H&M policies are fulfilled with the Store Management team.
- Training and Development: Evaluate and develop visual and commercial skills through regular visual training; follow up and give feedback while executing floor moves with the team; identify potential for succession in Visual Merchandising.
- Communication and Legal Requirements: Ensure all communication in windows and sales floor complies with local legislation.
- Back of House Routines: Perform opening/closing, manage timekeeping and scheduling (timesheets), and may be assigned overall store responsibility in the absence of Store Manager or Department Manager.
- Security: Promote safety for employees and customers; address health & safety, legal, and security issues; handle loss prevention and safety issues and escalate as needed.
- Financial Accountability: None specified.
Qualifications
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
- Multi-tasker who thrives in a fast-paced environment with attention to detail
- 1-2+ years of transferrable experience; previous keyholder responsibilities preferred
- Ability to lift in excess of 20 pounds
- Ability to stand for long periods, bend, stretch, engage in repetitive motions, push, pull and carry items for short distances
- Ability to climb a ladder and use a step stool
- Ability to work with hand and power-operated tools (iron, steamer) and lift to execute display setups
- Flexible 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 work environment with diverse, kind individuals
- Opportunities for growth and development
- Dress your personality — we encourage you to express yourself
- Staff discount across H&M Group brands
Additional Information
Job Status: Hourly, Non-Exempt
Compensation: Hiring Range is $17.90-$21.12 Hourly
EEOC Code: SLS
*This job posting highlights the most critical responsibilities and requirements of the job. There may be additional duties and responsibilities assigned for this job at the company's discretion.
Benefits: We offer benefits including staff discount across H&M Group brands, HIP incentive program, and other local market perks. Details vary by country and employment type.
Inclusion & Diversity: H&M is committed to inclusive, diverse, and equitable workplaces. We strive for a fair process and ask that you do not attach a cover letter in your application.
Company Description: H&M is a fashion brand offering the latest styles and inspiration, with a focus on fashion & quality at the best price in a sustainable way.
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