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 an 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 while meeting the expectations of customers and colleagues and following H&M procedures and standards. This position reports to the Store Visual Manager.

Responsibilities

• Sales and Profit: Set garment presentation on the sales floor and windows according to the Commercial Handbook. Collaborate with the Department Manager to identify additional commercial opportunities within H&M brand guidelines and execute floor moves based on these 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 and support the store in achieving an excellent customer experience.
• Indirect Customer Service:
  • Implement the H&M Visual Identity through 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 daily 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:
  • Follow up on store KPIs with the Department Manager 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.
  • Perform all sales floor and window morning routines daily before the store opens.
  • Ensure the quantity and condition of all incoming visual props and marketing material with a sustainability mindset. Keep the visual room organized and safe.
  • Maintain current visual materials in the store and share information on seasonal changes with the team.
  • Paint and maintain windows as necessary.
• Team Support: Support the store team to enhance customer and working experience through coaching and development. Ensure all legal requirements and H&M policies are fulfilled alongside the Store Management team.
• Training and Development:
  • Evaluate and develop the visual and commercial skills of the store team through regular visual training.
  • Maintain oversight, follow up, and provide feedback while executing floor moves with the store team.
  • Identify Visual Merchandiser potential for succession.
• Communication and Legal Requirements: Ensure all communication in windows and on the sales floor complies with local legislation.
• Back of House Routines:
  • Perform all store routines, including opening and closing the store, following all company practices and procedures.
  • Work with the timekeeping and scheduling system, including approving timesheets.
  • May be assigned overall store responsibility in the absence of the Store Manager or Department Manager when opening and closing the store.
• Security:
  • Promote employee and customer safety.
  • Resolve health and safety, legal, and security issues.
  • Address any loss prevention and safety issues that may occur while on duty and escalate employee issues to the management team.

Requirements

• Inclusive, positive, creative, and willing to learn on the job.
• Passionate about 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 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.
• Must be able 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

• 25% staff discount on H&M, &Other Stories, COS, Weekday, Monki, H&M HOME, ARKET, and Afound.
• Medical, pharmacy, vision, and dental coverage.
• Employee Assistance Program.
• Vacation, wellness, holiday, and parental pay.
• 401K.
• Commuter benefits, health and dependent care FSA.
• Additional voluntary benefits.
• H&M Incentive Program (HIP).

Pay

Hiring range is $17.90 - $21.12 hourly.

Schedule

Hourly, non-exempt. Flexible work schedule, including nights and weekends.