About the Role
As a Visual Keyholder, you contribute to an inspiring, elevated, & consistent customer experience by implementing visual standards and commercial excellence. You will be responsible for executing the visual, commercial, and styling curation according to visual & commercial guidelines for the store. You will also use your trend and competitor awareness to provide colleagues with the correct information, coach, upskill and develop the store team to contribute to a great customer experience.
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
- Contribute to the total OMNI customer experience in your store by ensuring visual and commercial curation according to guidelines (In-direct)
- Representing yourself and the H&M Brand positively during customer interactions (Direct)
- Organize and plan your workload according to store activation plan and adapt based on business needs in collaboration with your Store Management team and Area Visual Manager
- Launch and maintain the latest global campaigns and sale activities on time according to H&M Brand Standards
- Ensure good garment care, stock levels, and give input on allocation to Store Management and Area teams
- Perform sales report (KPIs) follow-up, identify and prioritize visual & commercial opportunities in collaboration with Store Management team
- Create efficient and effective actions to increase customer satisfaction to reach sales targets, store goals, budget, and follow-up actions in collaboration with Store Management team
- Follow all procedures, best practices for OMNI services, operational routines, legal requirements, and communication in all areas of the store with Store team
Fashion & Trend Awareness
- Keep up-to-date with fashion scene, trends, tendencies, styles, products, brands, competitors, and relevant influencers etc.
- Plan time for fashion & trend awareness to understand trend theory and mood boards for styling techniques and product presentation to anticipate our customer’s needs and enhance our shopping experience in store
Team & Development
- Share, inspire and educate your store teams, keep them updated with seasonal changes, fashion trends, relevant visual & commercial information, in-store communication, including price perception
- Coach and develop the Store team’s visual and commercial skills to secure high quality of product & commercial presentation according to guidelines
- Support & develop daily routines and best practices for your Store team to always ensure a consistent level of visual & commercial standard while maintaining customer service engagement
- Develop and coach talents and provide onboarding training to new colleagues
- Organize, provide, and carry out the visual & commercial upskilling for you and your colleagues
- Complete Visual Competencies & Commercial 4 All trainings based on Regional & Sales Market learning and development goals
- Support Sales Market and Area teams with expansion (store projects) needs
Visual & Commercial Execution
- Execute the visual & commercial curation & styling for the store based on commercial calendar, allocation, store activation plan and fashion trends according to mood boards and direction from the visual & commercial guidelines
- Carry out sample picking best practice routines including stockroom garment quantities, accessories, and shoes to ensure you create clear trends and stories according to inspiration from the visual & commercial guidelines
- Secure window & styling execution according to visual & commercial guidelines to create inspirational and commercial customer experience
- Provide good customer flow by maintaining commercial layout, fixtures, to secure the best trend story placement
- Secure a strong balance and the maintenance of price signs in windows and throughout the store following guidelines according to Global strategy and Sales Market requirements
- In collaboration with Facilities Management ensure all lighting is working correctly, aimed to highlight our products and display forms in windows and throughout the store
- Maintain and care for all display forms and interior material (fixtures & fittings) with sustainability in mind
- In collaboration with Area Visual Manager ensure your store navigation is maintained and kept up to date according to latest guidelines and store layout
- Ensure your store has enough quantities of sale and other activity including POS material according to local routines
- Keep sales floor and back of house clean, organized, and safe according to local security guidelines
Leadership & Operational Responsibilities
- Holds additional operational responsibilities, such as opening and closing the store, managing the cash register, and ensuring the store’s security protocols are followed
- Acts as a leader on duty when managers are not present, taking responsibility for the sales floor, resolving customer issues, and directing team members
- May delegate and oversee tasks for the store team during their shift
- Makes decisions related to store operations, including customer service escalations, staff breaks, and enforcing store policies
- Acts as a bridge between the team and management during non-visual tasks
- Balances visual merchandising with operational duties and customer service
- Prioritizes tasks based on immediate store needs, such as sales targets or operational issues