Visual Keyholder

About the role

Working at the heart of a fast‑paced fashion business, a Visual Keyholder creates an environment that inspires customers to explore their personal style, supports and guides the store team to deliver an inspiring customer experience in line with H&M, drives sales, implements the Visual Identity, meets customer and colleague expectations, follows H&M procedures and standards, and reports to the Store Visual Manager (based on volume).

Responsibilities

• Set garment presentation on the sales floor and windows according to the Commercial Handbook.
• Determine additional commercial opportunities with the Department Manager within H&M brand guidelines and execute floor moves.
• Stay current with fashion trends and share, inspire, and educate the store team on seasonal trend information, upcoming campaigns, and brand standards.
• Ensure direct customer service meets H&M standards and support the store to achieve an excellent customer experience.
• Follow up on H&M Visual Identity through implementation of the Commercial Handbook, maintain well‑styled mannequins in windows and in‑store, create a clear visual thread from windows to A‑area with wearable buying suggestions.
• Maintain high‑quality garment presentation daily with the store team.
• Maintain clear customer flow through fixture placement and navigation per H&M standards.
• Launch and maintain all sales campaigns and activities on time and according to H&M standards.
• 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 act on the Best Brand portion of the Customer Audit Tool to maximize commercial opportunities.
• Complete sample picking and execute floor moves that create clear stories and wearable buying suggestions.
• Perform all sales floor and window morning routines daily before the store opens.
• Ensure quantity and condition of incoming visual props and marketing material with a sustainability mindset; keep the visual room organized and safe; keep visual materials current and share seasonal changes with the team.
• Paint and maintain windows as necessary.
• Support the store team to enhance customer and working experience through coaching and development.
• Together with store management, ensure all legal requirements and H&M policies are fulfilled.
• Evaluate and develop visual and commercial skills of the store team through regular visual training aligned with the Commercial Handbook.
• Maintain overview, follow up, and give feedback while executing floor moves with the team; seek Visual Merchandiser potential for succession.
• Ensure all communication in windows and sales floor complies with local legislation.
• Perform back‑of‑house routines, including store opening and closing, following company practices; 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/closing.
• Promote employee and customer safety; resolve health & safety, legal, and security issues; address loss prevention and safety issues; bring escalated employee issues to management.

Requirements

• Inclusive, positive, creative, and willing to learn on the job.
• Passionate for customer service and helping people find their style.
• Multi‑tasker who enjoys working in a fast‑paced environment with an eye for detail.
• 1‑2+ years of transferable 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 (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 work schedule, including nights and weekends.
• May be required to travel to support other stores.

Benefits

• Staff discount card usable on all H&M Group brands (H&M, &Other Stories, COS