Visual Keyholder

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 for implementing 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).

Responsibilities

• Sales and Profit: Set garment presentation on the sales floor and windows according to the Commercial Handbook. Determine additional commercial opportunities within H&M brand guidelines and execute floor moves based on joint discussions with the Department Manager.
• Fashion Knowledge: Stay updated on current fashion trends, share 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 achieving an excellent customer experience.
• Indirect Customer Service: Follow up on H&M Visual Identity, ensure well-styled mannequins, create wearable buying suggestions, maintain clear customer flow, and launch sales campaigns on time.
• Commercial Routines: Follow up on store KPIs, adapt store planning, and take action on the Best Brand portion of the Customer Audit Tool.
• Visual Store Operational Routines: Complete sample picking, execute floor moves, maintain visual props and marketing materials, and keep the visual room organized.
• Team: Support the store team through coaching and development, ensure legal requirements and H&M policies are fulfilled, and evaluate and develop visual and commercial skills.
• Back of House Routines: Perform store routines, including opening and closing, manage timekeeping and scheduling, and address security and safety issues.

Qualifications

• Inclusive, positive, creative, and willing to learn on the job.
• Passionate about customer service and helping people find their style.
• Able to multi-task in a fast-paced environment with an eye for detail.
• 1-2+ years of transferable experience, with previous keyholder responsibilities preferred.
• Physical ability to lift over 20 pounds, stand for long periods, bend, stretch, push, pull, and climb ladders.
• Ability to work with tools (iron, steamer, etc.) and execute display setups.
• Flexible schedule, including nights and weekends, with potential travel to support other stores.

Benefits

• 25% staff discount on H&M Group brands (H&M, COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound).
• Medical, pharmacy, vision, and dental coverage.
• Employee Assistance Program.
• Vacation, wellness, holiday, and parental pay.
• 401K, commuter benefits, and Health and Dependent Care FSA.
• Additional voluntary benefits.

Compensation: Hiring range is $22.05 - $25.49 hourly.