Visual Keyholder - Southridge Mall

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; identify additional commercial opportunities with the Department Manager and execute floor moves.
• Fashion knowledge: Stay up‑to‑date with current fashion trends and share, inspire, and educate the store team on seasonal trends, 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 through the Commercial Handbook, ensure well‑styled mannequins, create a clear visual “red thread” from windows to the sales area, maintain high‑quality garment presentation, and manage fixture placement for smooth customer flow.
• Commercial routines: Follow up on store KPIs with the Department Manager, adapt store planning to budget and commercial plans, and act on the Best Brand portion of the Customer Audit Tool.
• Visual store operational routines: Perform sample picking, execute floor moves that tell clear stories, complete daily sales‑floor and window opening routines, manage visual props and marketing material sustainably, keep the visual room organized, and maintain windows (including painting when needed).
• Team development: Coach and develop the store team through regular visual training, provide feedback during floor moves, and identify visual merchandiser potential for succession.
• Communication and legal compliance: Ensure all window and sales‑floor communications comply with local legislation.
• Back‑of‑house routines: Perform all store opening and closing procedures, manage timekeeping and scheduling, and approve timesheets.
• Security and safety: Promote employee and customer safety, resolve health, safety, legal, and loss‑prevention issues, and escalate employee concerns to management.
• Financial accountability: None specified.

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, etc.) over short distances.
• Ability to climb a ladder and use a step stool; operate hand and power 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.

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.

Pay

Hourly, non‑exempt compensation range: $19.53 – $22.46 per hour (range may vary based on qualifications and may be adjusted in the future).

Schedule

Flexible work schedule required, including nights and weekends. May involve travel to support other stores.