Key Holder

As a Key Holder, you play a pivotal role in shaping exceptional customer experiences that not only drive sales but also foster an inspiring and welcoming store atmosphere. You lead by example, supporting the management team in delivering outstanding service and operational excellence. With your strong organizational and communication skills, you energise and drive the team to create a shopping journey for our customers that is authentic, personalised, and engaging.

• Delivering an excellent customer experience through expert styling advice, good product knowledge, and an engaging store environment.
• Taking responsibility for store opening and closing procedures, while providing support to the wider management team as needed.
• Interpreting sales data and collaborating with store leadership to optimise the commercial performance of the store.
• Leading and inspiring a team of sales assistants to consistently uphold exceptional service standards.
• Overseeing day-to-day store operations such as delivery, replenishment and shop floor cover to ensure efficiency, compliance and excellence.
• Acting as a brand ambassador, embodying the company’s values and ensuring every customer interaction is memorable and meaningful.

• Previous experience in retail or hospitality, with a good understanding of store operations, including opening and closing procedures and stock delivery processing.
• Customer‑focused: you enjoy engaging with people and are committed to delivering excellent service.
• Product passion: you have a genuine interest in the products we offer and love sharing that enthusiasm with customers.
• Adaptable and flexible: you respond to changing priorities and customer requests.
• Action‑oriented: proactive and driven to take initiative and get things done.
• Strong communicator: you listen to understand people’s needs and perspectives.
• Eager to learn: open to feedback and actively seek opportunities for personal and professional development.
• Comfortable working varied hours, including evenings, weekends and holidays.
• English language skills.

• 20% staff discount across all H&M Group brands available both in‑store and online.
• Inclusion in the H&M Incentive Programme (HIP), designed to reward your contributions and support your growth within the company.

Inclusion & Diversity:
At H&M Group, we are committed to fostering inclusive, diverse and equitable workplaces across our entire organisation. We believe teams thrive when they bring together a wide range of backgrounds, perspectives and experiences. This diversity enhances our ability to solve problems creatively, expand our thinking and build meaningful connections with colleagues and customers around the world. We consider all dimensions of diversity throughout our recruitment process, ensuring our workforce reflects the richness of the communities we serve.