H&M Visual Keyholder - Silver Springs

H&M Group•Silver Spring, MD

11h•$24 - $27

About The Position

As a Visual Keyholder at H&M, you contribute to an inspiring, elevated, and consistent customer experience by implementing visual standards and commercial excellence. You execute visual, commercial, and styling curation according to store guidelines, and use trend and competitor awareness to inform, coach, upskill, and develop the store team. The role combines visual merchandising and commercial execution with customer service and store operations. You maintain campaign and sale presentation, product care, stock and layout, and help identify opportunities to improve customer satisfaction and sales results. You also support team development, onboarding, and visual and commercial training. Keyholder and leadership duties include opening and closing the store, handling cash, following security protocols, acting as leader on duty when managers are absent, and directing or delegating team tasks as needed. The position requires balancing visual responsibilities with customer service and operational needs.

Requirements

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

Responsibilities

Implement visual and commercial curation in line with H&M guidelines and contribute to the total omni-channel customer experience.
Represent the H&M brand positively during customer interactions.
Plan and adapt workload according to the store activation plan and business needs, in collaboration with Store Management and the Area Visual Manager.
Launch and maintain global campaigns and sale activities on time and according to brand standards.
Ensure garment care and stock levels, and provide allocation input to Store Management and Area teams.
Review sales reports and KPIs, identify visual and commercial opportunities, and collaborate with Store Management on actions to improve customer satisfaction and meet sales targets, store goals, and budgets.
Follow procedures, omni-service best practices, operational routines, legal requirements, and store communications.
Stay informed about fashion trends, products, brands, competitors, and relevant influencers; use trend knowledge to guide styling and product presentation.
Share seasonal, fashion, visual, commercial, and in-store communication information with colleagues.
Coach and develop the Store team’s visual and commercial skills and support consistent presentation standards and customer engagement.
Develop colleagues’ skills, provide onboarding training, and organize and carry out visual and commercial upskilling.
Complete Visual Competencies and Commercial 4 All training based on Regional and Sales Market learning goals.
Support Sales Market and Area teams with expansion and store project needs.
Execute store styling and visual and commercial curation based on the commercial calendar, allocation, activation plan, trends, mood boards, and guidelines.
Follow sample-picking routines for garments, accessories, and shoes to create clear trend stories.
Execute window styling and maintain commercial layouts, fixtures, customer flow, and trend-story placement.
Maintain price signs, lighting, store navigation, sale and activity materials, display forms, and interior fixtures according to guidelines and local routines.
Keep the sales floor and back of house clean, organized, and safe.
Open and close the store, manage the cash register, and ensure security protocols are followed.
Act as leader on duty when managers are absent, oversee the sales floor, resolve customer issues, and direct team members.
Delegate and oversee team tasks, make operational decisions, and communicate between the team and management during non-visual duties.
Prioritize immediate store needs and balance visual merchandising with operational duties and customer service.