H&M Visual Keyholder- Mall at Robinson

About the role

Working at the heart of a fast‑paced fashion business, the Visual Keyholder creates an environment that inspires customers to explore their personal style. The role supports and guides the store team to deliver an inspiring customer experience in line with H&M standards, actively drives sales, and implements the Visual Identity. The Visual Keyholder reports to the Store Visual Manager.

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 trends, upcoming campaigns, and brand standards.
• Direct customer service: Meet customer expectations according to H&M standards and support the store in delivering an excellent customer experience.
• Indirect customer service: Implement the Visual Identity via the Commercial Handbook; ensure well‑styled mannequins in windows and in‑store; create a clear visual “red thread” from windows to the sales area with wearable buying suggestions; maintain high‑quality garment presentation daily; maintain clear customer flow through fixture placement and navigation; launch and maintain all sales campaigns and activities on time.
• Commercial routines: Together with the Department Manager, monitor store KPIs and initiate actions to reach goals and budgets; adapt store planning according to needs and budget; act 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 that create clear stories and wearable suggestions; perform all sales‑floor and window morning routines before opening; manage quantity and condition of incoming visual props and marketing material with a sustainability mindset; keep the visual room organized and safe; maintain current visual materials and share seasonal changes; paint and maintain windows as needed.
• Team development: Coach and develop the store team through regular visual training; provide feedback while executing floor moves; identify visual merchandiser potential for succession.
• Communication and legal compliance: Ensure all window and sales‑floor communication complies with local legislation.
• Back‑of‑house routines: Perform all store routines, including opening and closing, following company practices; manage timekeeping and scheduling, including approving timesheets; may assume overall store responsibility in the absence of the Store Manager or Department Manager.
• Security and safety: Promote employee and customer safety; resolve health, safety, legal, and security issues; address loss‑prevention concerns and escalate employee issues to management.

Qualifications

• Inclusive, positive, creative attitude with a willingness to learn on the job.
• Passionate about customer service and helping people find their style.
• Ability to multitask in a fast‑paced environment with strong attention to detail.
• 1–2+ years of transferable experience; previous keyholder responsibilities preferred.
• Physical ability to lift more than 20 lb, stand for long periods, bend, stretch, push, pull, and carry items (mannequins, clothing, totes, torsos, etc.) over short distances.
• Ability to climb a ladder and use a step stool.
• Comfort with hand and power‑operated tools (iron, steamer, etc.) for display setups.
• Flexibility to work a schedule that includes nights and weekends; may be required to travel to support other stores.

Pay

Hourly range: $19.53 – $22.46 (hourly, non‑exempt).

Schedule

Flexible work schedule, including nights and weekends; occasional travel to support other stores may be required.

Benefits

• 25 % staff discount on all H&M Group brands (H&M, COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound).
• Participation in the H&M Incentive Program (HIP).
• Medical, pharmacy, vision, and dental coverage.
• Employee Assistance Program.
• Vacation, wellness, holiday, and parental pay.
• 401(k) retirement plan.
• Commuter benefits and health & dependent care FSAs.
• Additional voluntary benefits.