Visual Keyholder - Boston Metro North

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 for implementing 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).

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

• Stay up to date with current 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 achieve an excellent customer experience.

• Follow the Visual Identity through 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 daily 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.

• Follow up on store KPIs and initiate actions to reach store goals and budgets.
• Adapt store planning according to 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 that create clear stories and wearable buying suggestions.
• Complete all sales floor and window morning routines daily before the store opens.
• Ensure quantity and maintain the condition of all incoming visual props and marketing material with a sustainability mindset.
• Keep visual room organized and safe.
• Maintain visual materials current and share seasonal changes with the team.
• Paint and maintain windows as necessary.

The Visual Keyholder supports the Store team to enhance the customer and working experience through coaching and development. Together with the Store Management team, the Visual Keyholder ensures that 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.
• Maintain overview, follow up, and give feedback while executing floor moves with the store team.
• Recognize Visual Merchandiser potential for succession.

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

• Perform all store routines, including opening and closing, following company practices.
• Use timekeeping and scheduling system, including approving timesheets.
• May be assigned overall store responsibility in 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 loss prevention and safety issues and bring escalated employee issues to management.

• None.

• Inclusive, positive, creative, and willing to learn on the job.
• Passionate for customer service and helping people find their style.
• A multi‑tasker who enjoys working in a fast‑paced environment with an eye for detail.
• 1‑2+ years of transferable experience welcome; previous keyholder responsibilities preferred.
• Ability to lift in excess of 20 pounds.
• Ability to stand for long periods, bend, stretch, engage in repetitive motions, push, pull and carry items (mannequins, clothing, totes, torsos, etc.) for a short distance.
• Ability to climb a ladder and use a step stool.
• Must be able to work with hand and power‑operated tools (iron, steamer, etc.) and lift in order to execute display setups.
• Must be able to work a flexible schedule, including nights and weekends.
• May be required to travel to support other stores.

SLS