About the Role
As a Store Manager, you’ll be responsible for the total holistic omni customer experience in your store, ensuring high visual and commercial curation & standards according to the store format location and global & regional strategies. You have the responsibility of leading the full store team to excel. You create an inclusive culture that promotes collaboration and entrepreneurial spirit and are responsible & aware of the store’s strengths, opportunities, and competitors. You’ll also be the person who analyzes and follows up on sales, creating plans to optimize results and profits.
A Day in the Life
Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities*
Customer Sales & Profit
- Responsible for the total OMNI customer experience in your store, ensuring visual and commercial curation according to your store format environment, global guidelines and regional strategies
- Represent yourself and the H&M brand positively during all customer interactions
- Establish, analyze, and follow up on sales & budget goals, and create plans to optimize results
- Ensure personal customer service is provided in all areas of the store, ensuring your team initiates customer interactions, guiding customers through fashion stories and works towards actively selling our products
- Following up that your teams are actively promoting our Customer Loyalty App (Hello Member) & in-store sustainability initiatives
- Schedule to budgeted hours plan in line with sales budget and commercial activities
- Ensure correct routines in fitting room and checkout, including transaction, returns and exchanges
- Be aware of your store strengths and opportunities, identifying commercial opportunities and acting on them. Maintain competitor awareness & knowledge
- Manage store maintenance in a cost-efficient way
- Ensure all admin routines for both people and operations are handled in a correct way
Fashion & Trend Awareness
- Keep up to date with fashion scene, trends, tendencies, styles, brands, products, competitors, and relevant influencers, etc
- Ensure your team provides product and fashion knowledge as well as other relevant information during customer interactions
- Ensure good understanding of the local area of your store, customers, competition, and fashion trends
Team & Development
- Responsible for talent and performance management in your store – recruiting, onboarding, upskilling, and developing your team
- Complete performance evaluations and succession planning to support business needs & team
- Retain and share your knowledge and skills with your team
- Strong collaboration with Area team and store leadership team including VMs
- Ensure excellent communication & professionalism
- Responsible for the teams planning & scheduling
- Regular communication to store colleagues to inform, motivate and inspire – daily/weekly meetings, etc
- Ensure all procedures, routines, security, and legal requirements in all areas of the store are followed
- Participate in relevant available Onboarding & introduction processes, trainings and courses relevant for your role & future development
Retail Operations/ Visual & Commercial Execution
- Ensure a clean and tidy sales floor and back of house.
- Ensure high fashion quality, visual and commercial product presentation, with great garment care.
- Ensure good stock levels and provide input on allocation to relevant area or sales market colleagues
- Responsible for & supports with the daily opening & closing of store routines and processes
- Ensure the full garment cycle – from delivery to garment presentation – and fitting room routines are according to our standards, processes, utilizing all tools and technology provided
- Upkeep & following best practices for any in-store OMNI Services & in-store tech services/tools etc (Instore Care App, Click & Collect, Smart Store etc)
- Secure a strong balance and the maintenance of price signs in-store and throughout the sales floor/store following guidelines according to global & local strategies & sales market/regional requirements to ensure a strong and consistent price perception throughout the store
- Update & maintenance of BOH areas for all colleagues (key information, health & safety, tidiness etc)