H&M Visual Keyholder - Crossgates Center

H&M; City of Albany (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

H&M in Albany, NY seeks a Visual Keyholder to drive compelling store presentation and outstanding customer experience. You will guide the team to implement the Visual Identity and collaborate with the Store Visual Manager on campaigns and floor moves.

You will ensure high-quality garment displays, coaching, and adherence to retail standards, while maintaining smooth store operations and daily routines.

Qualifications

• Experience in visual merchandising and creating appealing store displays.
• Strong customer service orientation and ability to enhance the shopper experience.
• Ability to coach and develop store team in line with brand standards.
• Knowledge of store operations and daily routines.

Responsibilities

• Set garment presentation on the sales floor and windows according to the Commercial Handbook.
• Lead and coach the store team to deliver an inspiring customer experience.
• Implement and maintain Visual Identity and brand standards across the store.
• Follow up on campaigns and activities to maximize sales opportunities.
• Complete opening and closing routines and maintain visual props and materials.

Skills

Visual Merchandising

Customer Service

Team Coaching

Store Operations

Job description

Job Description

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 to explore their personal style. The role will support and guide the store team to deliver the most inspiring and exciting Customer Experience in line with the H&M. You will actively drive sales in the store and are responsible to implement the Visual Identity. The Visual Keyholder will always meet the expectations of customers and colleagues, as well as follow H&M procedures and standards.

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

Your Day to Day*

Sales and profit

• The Visual Keyholder will set the garment presentation on the Sales Floor & Windows according to the Commercial Handbook. Together with the Department Manager, the Visual Keyholder will determine additional commercial opportunities in the store within the H&M brand guidelines. The role will execute floor moves based on those joint discussions.

Fashion Knowledge

• Ensure you are up to date with current fashion trends
• Share, inspire and educate the store team on seasonal trend information, upcoming campaigns, and brand standards

Direct Customer Service

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

Indirect Customer Service

• Follow up on the H&M Visual Identity through the implementation of the Commercial Handbook and secure well-styled mannequins in windows and in-store.
• Create a clear red thread from windows to A-area with wearable buying suggestions.
• Ensure high-quality garment presentation every day together 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.

Commercial Routines

• Together with the Department Manager, follow up on store KPIs and initiate actions to reach store goals and budgets
• Adapt the store planning according to store needs and budget from the Commercial plan
• Complete and take action on the Best Brand portion of the Customer Audit Tool to maximize commercial opportunities

Visual Store Operational Routines

• Complete the sample picking as well as execute the floor moves in a way that creates clear stories and wearable buying suggestions
• Complete all sales floor and window morning routines daily before the store is open
• Ensure quantity and maintain the condition of all incoming visual props and marketing material with a sustainability mindset.
• Keep visual room organized and safe.
• Keep all Visual materials in the store current and share information with the team on seasonal changes.
• Paint & maintain the windows as necessary.

TEAM

The Visual Keyholder will support the Store team to enhance the customer and working experience in-store through coaching and Development. Together with the Store Management team, the Visual Keyholder will ensure that all legal requirements and H&M policies are fulfilled.

Training and Development

• Evaluate & develop the visual and commercial skills of the store team through regular visual training for all colleagues to support garment presentation in line with the Commercial Handbook
• Maintain overview, follow up, and give feedback while executing floor moves together with the store team.
• Seek Visual Merchandiser potential for succession

Communication and Legal Requirements

• Ensure that all communication in the windows and sales floor complies with local legislation

Back of House Routines

• Perform all store routines, including the opening and closing of the store, by following all Company practices and procedures
• Work with timekeeping and scheduling system including approving timesheets