H&M Visual Keyholder - Colonie Center

About the role

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 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 the Store Visual Manager (based on volume). H&M is a fashion brand that offers the latest styles and inspiration, from fashion pieces and unique designer collaborations to affordable wardrobe essentials. Our business idea is fashion & quality at the best price in a sustainable way.

Responsibilities

• Sales and profit
  • Set garment presentation on the Sales Floor & Windows according to the Commercial Handbook.
  • Together with the Department Manager, determine additional commercial opportunities in the store within H&M brand guidelines.
  • Execute floor moves based on those 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 implementation of the Commercial Handbook and secure well-styled mannequins in windows and in-store.
  • Create a clear red thread from windows to A-area with wearable buying suggestions.
  • Ensure high-quality garment presentation every day together with the store team.
  • Maintain clear customer flow through fixture placement and navigation in line with H&M standards.
  • Launch and maintain all sales campaigns and activities on time and according to H&M standards.
• Commercial Routines
  • Together with the Department Manager, follow up on store KPIs and initiate actions to reach store goals and budgets.
  • Adapt store planning according to store needs and budget from the Commercial plan.
  • Complete and take action on the Best Brand portion of the Customer Audit Tool to maximize commercial opportunities.
• Visual Store Operational Routines
  • Complete sample picking and execute floor moves to create clear stories and wearable buying suggestions.
  • Complete all sales floor and window morning routines daily before the store opens.
  • Ensure quantity and maintain condition of all incoming visual props and marketing material with a sustainability mindset.
  • Keep visual room organized and safe; keep all visual materials current and share information with the team on seasonal changes.
  • Paint & maintain windows as necessary.
• Team Support & Development
  • Support the store team to enhance the customer and working experience through coaching and development.
  • Together with Store Management, ensure all legal requirements and H&M policies are fulfilled.
  • Evaluate & develop visual and commercial skills of the store team through regular visual training for all colleagues to support garment presentation per the Commercial Handbook.
  • Maintain overview, follow up, and give feedback while executing floor moves with the store team.
  • Seek Visual Merchandiser potential for succession.
• Communication & Legal Requirements
  • Ensure all communication in windows and 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 system including approving timesheets.
  • May be assigned overall store responsibility in absence of Store Manager or Department Manager when opening and closing store.
• Security
  • Promote employee and customer safety.
  • Resolve health & safety, legal, and security issues.
  • Address any loss prevention and safety issues that may occur while on duty and bring escalated employee issues to the management team.
• Financial Accountability: None.

Requirements

• Inclusive, positive, creative, and willing to learn on the job.
• Passionate for customer service and helping people find their style.
• A multi-tasker who enjoys working in a fast-paced environment with an eye for detail.
• 1–2+ years of transferrable experience welcome; 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 (mannequins, clothing, totes, torsos, etc.) for short distances.
• Ability to climb a ladder and use a step stool.
• Ability to work with hand and power operated tools (iron, steamer, etc.) and lift to execute display setups.
• Must be able to work a flexible schedule, including nights and weekends.
• May be required to travel to support other stores.

Benefits

• Dynamic, team-driven work