H&M Visual Keyholder - University Mall Vermont

H&M•South Burlington, VT

About The Position

The Visual Keyholder contributes to an inspiring, elevated, and consistent customer experience by implementing visual standards and commercial excellence. The role executes visual, commercial, and styling curation according to store guidelines and uses awareness of trends and competitors to share information, coach colleagues, and develop the store team. The position combines visual merchandising with customer service and store operations. The Visual Keyholder plans and adapts workload with Store Management and the Area Visual Manager, maintains campaigns and sale activities, follows sales performance, and helps identify actions to improve customer satisfaction and meet sales goals. The role also supports team development through coaching, onboarding, training, and upskilling. Visual execution includes styling and product presentation, window displays, garment and stockroom routines, customer flow, signage, lighting coordination, display forms, store navigation, and keeping sales-floor and back-of-house areas clean, organized, and safe. As a keyholder, the employee may open and close the store, manage the cash register and security routines, act as leader on duty when managers are absent, direct team members, and respond to operational needs and customer concerns. The role requires a flexible schedule, including early mornings, evenings, weekends, and holidays. The posted hourly base salary range is $22.05–$25.49; actual pay may vary based on qualifications.

Requirements

Fashion interests and leadership skills, with visual and commercial experience applicable to a dynamic retail environment.
Experience using a solution-focused approach to improve product presentation and commercial execution in store.
Good knowledge of visual, commercial, and operational best practices, routines, and tools.
Ability to manage and follow up on the selling equation and weekly sales reports, and act on the results.
Ability to motivate and guide a team, uphold store standards, and support colleagues.
Strong organizational and time-management skills, including the ability to prioritize in a fast-paced retail environment.
Comfort with keyholder responsibilities, including opening and closing the store, handling cash, and following safety and security protocols.
Ability to provide exceptional customer service and resolve customer concerns with a solutions-oriented approach.
Collaborative communication skills and ability to foster a positive, inclusive work environment.
Flexibility and adaptability to balance operational duties and visual merchandising while meeting deadlines.
Availability to work a flexible schedule, including early mornings, evenings, weekends, and holidays.
Curiosity, creativity, proactivity, a solution-focused mindset, effective communication skills, and ability to achieve results cross-functionally.

Responsibilities

Execute visual, commercial, and styling curation according to guidelines, the commercial calendar, store allocation, activation plans, trends, and mood boards.
Represent the H&M brand positively during customer interactions and contribute to the store’s OMNI customer experience.
Plan and organize workload around the store activation plan, adapting to business needs with Store Management and the Area Visual Manager.
Launch and maintain global campaigns and sale activities on time and according to brand standards.
Maintain garment care and stock levels, and provide allocation input to Store Management and Area teams.
Follow up on sales reports and KPIs, identify visual and commercial opportunities, and collaborate on actions to improve customer satisfaction and reach sales targets and store goals.
Follow OMNI service procedures, operational routines, legal requirements, and store communications.
Keep current with fashion trends, products, brands, competitors, and relevant influencers; use trend awareness to anticipate customer needs and improve the in-store experience.
Share fashion, visual, commercial, seasonal, and in-store communication information with store colleagues.
Coach and develop colleagues’ visual, commercial, and operational skills; provide onboarding and training to new colleagues and carry out upskilling.
Support daily routines and best practices to maintain visual and commercial standards and customer-service engagement.
Complete Visual Competencies and Commercial 4 All trainings according to regional and sales-market learning goals.
Support Sales Market and Area teams with store expansion and project needs.
Carry out sample-picking routines and select garments, accessories, and shoes to create clear trends and stories.
Execute window displays and styling according to guidelines.
Maintain commercial layouts and fixtures to support customer flow and effective trend-story placement.
Maintain price signs in windows and throughout the store according to global strategy and sales-market requirements.
Coordinate with Facilities Management to ensure lighting works correctly and highlights products and displays.
Maintain display forms and interior materials, including fixtures and fittings, with sustainability in mind.
Coordinate with the Area Visual Manager to maintain current store navigation according to guidelines and store layout.
Ensure adequate quantities of sale and other activity materials, including point-of-sale materials, according to local routines.
Keep the sales floor and back of house clean, organized, and safe according to local security guidelines.
Open and close the store, manage the cash register, and follow store security protocols as required.
Act as leader on duty when managers are not present, oversee the sales floor, resolve customer issues, and direct team members.
Delegate and oversee team tasks during shifts as needed.
Make operational decisions concerning customer-service escalations, staff breaks, and enforcement of store policies.
Bridge communication between the team and management during non-visual tasks.
Balance visual merchandising responsibilities with operational duties and customer service, prioritizing tasks according to immediate store needs.