Visual Keyholder - West Towne Mall

Overall Job Summary

Working at the heart of a fast-paced fashion business, a Visual Keyholder is responsible for creating an environment that inspires customers שכמ to explore their personal style. The role supports and guides the store team to deliver the most inspiring and exciting customer experience in line with H&M. The Visual Keyholder actively drives sales in the store and implements the visual identity, meeting customer and colleague expectations while following H&M procedures and standards.

This position reports to the Store Visual Manager (Based on volume).

The Visual Keyholder sets garment presentation on the Sales Floor & Windows according to the Commercial Handbook. Together with the Department Manager, the Keyholder determines additional commercial opportunities following H&M brand guidelines and executes floor moves accordingly.

• Stay up to date with current fashion trends.
• Share, inspire, and educate the store team on seasonal trends, upcoming campaigns, and brand standards.

• Meet customer expectations on direct service according to H&M standards.
• Support the store to achieve an excellent customer experience.

• Follow up on the H&M Visual Identity through the Commercial Handbook, securing well‑styled mannequins in windows and in‑store.
• Create a clear red thread from windows to A‑area with possono buying suggestions.
• Ensure high‑quality garment presentation daily with the store team.
• Maintain clear customer flow through fixture placement and navigation in line with H&M standards.
• Launch and maintain all sales campaigns and activities on time and according to H&M standards.

• Track store KPIs and initiate actions to reach store goals and budgets with the Department Manager.
• Adapt the store planning to needs and budget from the Commercial plan.
• Complete and act on the Best Brand portion of the Customerאַקט Audit Tool to maximize commercial opportunities.

• Complete sample picking and execute floor moves that create clear stories and buying suggestions.
• Complete all morning routines on the sales floor and window before store opening.
• Ensure quantity and condition of all incoming visual props and marketing material with a sustainability mindset.
• Keep the visual room organized and safe.
• Keep all visual materials current, sharing seasonal changes with the team.
• Paint & maintain windows as necessary.

The Visual Keyholder enhances the in‑store customer and working experience through coaching and development, ensuring all legal requirements and H&M policies are fulfilled.

• Evaluate and develop visual and commercial skills of the store team via regular training aligned with the Commercial Handbook.
• Maintain overview, follow up, and give feedback while executing floor moves with the store team.
• Seek and nurture Visual Merchandiser potential for succession.

• Ensure all communication on windows and sales floor complies with local legislation.

• Perform all store routines, including opening and closing, following company practices and procedures.
• Work with timekeeping and scheduling systems, including approving timesheets.
• May be assigned overall store responsibility in the absence of Store Manager or Department Manager when opening and closing store.

• Promote employee and customer safety.
• Resolve health, safety, legal, and security issues.
• Address any loss prevention and safety issues occurring while on duty and report escalated employee issues to management.

• None

What You’ll Need to Succeed:

• Inclusive, positive, creative, and willing to learn on the job.
• Passionate about customer service and helping people find their style.
• A multitasker who enjoys working in a fast‑paced environment with an eye for detail.
• 1–2+ years of transferrable experience preferred; previous keyholder responsibilities a plus.
• Ability to lift in excess of 20 pounds.
• Ability to stand for long periods, bend, stretch, engage in repetitive motions, push, pull, andcarry items (mannequins,…