Visual Keyholder - Burlington Mall

Overall Job Summary

Working at the heart of a fast‑paced fashion business, the Visual Keyholder is responsible for creating an environment that inspires customers to explore their personal style. The role supports and guides the store team to deliver an inspiring Customer Experience in line with H&M. The Visual Keyholder drives sales in the store, implements the Visual Identity, meets customer and colleague expectations, and follows 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 and windows according to the Commercial Handbook. Together with the Department Manager, the Visual Keyholder determines additional commercial opportunities within H&M brand guidelines, and executes floor moves based on joint discussions.

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

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

• Follow the H&M Visual Identity through the Commercial Handbook and maintain stylish mannequins.
• Create a clear red thread from windows to A-area with wearable 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 per H&M standards.

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

• Complete sample picking and execute floor moves creating clear stories and buying suggestions.
• Finish all sales floor and window morning routines daily before opening.
• Maintain quantity and condition of all visual props and marketing material sustainably.
• Keep visual room organized and safe.
• Keep all visual materials current and communicate seasonal changes to the team.
• Paint and maintain windows as necessary.

The Visual Keyholder supports the store team to enhance customer and working experience through coaching and development. Together with the Store Management team, the Visual Keyholder ensures all legal requirements and H&M policies are fulfilled.

• Evaluate and develop the visual and commercial skills of the store team through regular visual training supporting garment presentation per the Commercial Handbook.
• Maintain overview, follow up, and give feedback while executing floor moves with the store team.
• Identify Visual Merchandiser potential for succession.

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

• Perform all store routines including opening and closing, following company practices and procedures.
• Use timekeeping and scheduling system including approving timesheets.
• May assume overall store responsibility in absence of Store Manager or Department Manager for opening and closing.

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

• None.

• Inclusive, positive, creative, and eager to learn on the job.
• Passionate about customer service and helping people find their style.
• A multitasker who thrives in a fast‑paced environment with an eye for detail.
• 1-2+ years of transferable experience; previous keyholder responsibilities preferred.
• Ability to lift more than 20 pounds.
• Can stand for long periods, bend, stretch, engage in repetitive motions, push, pull, and carry items for a short distance.
• Can climb a ladder and use a step stool.
• Can work with hand and power‑operated tools (iron,…