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Overall Job Summary: 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 will support and guide 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 our Store Visual Manager (based on volume).

Your Day to Day

1. Sales and profit: The Visual Keyholder will set garment presentation on the Sales Floor & Windows according to the Commercial Handbook. Collaborate with the Department Manager to identify additional commercial opportunities within brand guidelines, and execute floor moves accordingly.
2. Fashion Knowledge: Stay updated on current fashion trends, and share, inspire, and educate the store team on seasonal trends, upcoming campaigns, and brand standards.
3. Direct Customer Service: Meet customer expectations on direct service according to H&M standards and support the store in delivering excellent customer experiences.
4. Indirect Customer Service: Implement the Visual Identity through the Commercial Handbook, maintain well-styled mannequins, create a cohesive visual story from windows to in-store displays, ensure high-quality garment presentation daily, and manage customer flow and campaign launches.
5. Commercial Routines: Work with the Department Manager to monitor KPIs, adapt store planning, and maximize commercial opportunities through the Customer Audit Tool.
6. Visual Store Operational Routines: Complete sample picking and execute floor moves to tell stories and suggest wearable outfits, perform daily routines before opening, manage visual props and marketing materials with sustainability in mind, keep visual areas organized and current, and maintain windows.
7. Team Support: Support store team development through coaching, ensure legal compliance, and foster a positive working environment.
8. Training and Development: Evaluate and develop team visual and commercial skills, follow up on floor moves, and seek potential for visual merchandiser succession.
9. Communication and Legal Compliance: Ensure all visual and store communication complies with local legislation.
10. Back of House Routines: Follow store routines for opening and closing, manage schedules and timesheets, and assume overall store responsibility in the absence of managers.
11. Security: Promote safety, address health, safety, legal, and security issues, and handle loss prevention concerns.
12. Financial Accountability: Not applicable.

Qualifications

What You'll Need to Succeed:

• Inclusive, positive, creative, and eager to learn.
• Passionate about customer service and helping customers find their style.
• Able to multitask in a fast-paced environment with attention to detail.
• 1-2+ years of transferable experience; previous keyholder experience preferred.
• Ability to lift over 20 pounds, stand for long periods, and perform physical tasks including climbing ladders and using tools.
• Flexible schedule, including nights and weekends; potential for store travel.

Why You'll Love Working for H&M

• Dynamic, diverse, team-driven environment.
• Growth and development opportunities.
• Express your personality through your attire.
• Staff discount at H&M and other Group brands.