Visual Keyholder- Four Seasons Mall

H&M•Greensboro, NC

About The Position

The Visual Keyholder supports the store team in creating an inspiring environment where customers can explore their personal style. The role helps deliver an engaging customer experience, drives sales, and implements H&M’s Visual Identity while meeting customer and colleague expectations and following company procedures and standards. The position reports to the Store Visual Manager, depending on store volume. The Visual Keyholder sets garment presentations on the sales floor and in windows according to the Commercial Handbook, identifies commercial opportunities with the Department Manager, and executes floor moves. The role keeps up with fashion trends and shares seasonal trends, campaigns, and brand standards with the store team. It supports direct customer service and maintains the Visual Identity through styled mannequins, connected visual stories from windows to the sales floor, clear customer flow, and timely campaign launches. The position also supports commercial routines, store planning, and KPI follow-up; completes visual and sales-floor routines; maintains visual materials and the visual room; and coaches colleagues on visual and commercial skills. Back-of-house duties include opening and closing routines, timekeeping and scheduling tasks, and potentially taking overall store responsibility when management is absent. The role promotes customer and employee safety and addresses health, safety, legal, security, and loss-prevention issues.

Requirements

Inclusive, positive, creative, and willing to learn on the job.
Passion for customer service and helping people find their style.
Ability to multitask in a fast-paced environment and attention to detail.
Ability to work a flexible schedule, including nights and weekends.
Ability to lift more than 20 pounds.
Ability to stand for long periods and bend, stretch, perform repetitive motions, push, pull, and carry items such as mannequins, clothing, totes, and torsos for short distances.
Ability to climb a ladder and use a step stool.
Ability to work with hand- and power-operated tools such as an iron and steamer, and lift items to execute display setups.

Nice To Haves

One to two or more years of transferable experience.
Previous keyholder responsibilities.

Responsibilities

Set garment presentations on the sales floor and in windows according to the Commercial Handbook.
Identify additional commercial opportunities with the Department Manager and execute agreed floor moves.
Stay current on fashion trends and share seasonal trends, upcoming campaigns, and brand standards with the store team.
Meet customer expectations for direct service and support an excellent customer experience.
Implement and maintain H&M’s Visual Identity, including well-styled mannequins and connected buying suggestions from windows to the A-area.
Maintain high-quality garment presentation and clear customer flow through fixture placement and navigation.
Launch and maintain sales campaigns and activities on time and according to H&M standards.
Follow up on store KPIs with the Department Manager and initiate actions to reach store goals and budgets.
Adapt store planning to store needs and the budget in the Commercial plan.
Complete and act on the Best Brand portion of the Customer Audit Tool to maximize commercial opportunities.
Complete sample picking and floor moves that create clear stories and wearable buying suggestions.
Complete sales-floor and window morning routines before the store opens.
Maintain the condition and quantity of visual props and marketing materials with a sustainability mindset; keep the visual room organized and safe.
Keep visual materials current, communicate seasonal changes to the team, and paint and maintain windows as needed.
Coach and develop the store team to enhance customer and working experiences.
Train colleagues in visual skills and garment presentation in line with the Commercial Handbook; provide follow-up and feedback during floor moves.
Identify potential Visual Merchandisers for succession.
Ensure window and sales-floor communications comply with local legislation.
Perform store routines, including opening and closing, in accordance with company practices and procedures.
Use timekeeping and scheduling systems, including approving timesheets.
Take overall store responsibility when assigned in the absence of the Store Manager or Department Manager during opening or closing.
Promote employee and customer safety; resolve health, safety, legal, and security issues and address loss-prevention concerns.
Bring escalated employee issues to the management team.
Travel to support other stores if required.