About This Role
Directing the customer experience in a retail department is the core of this supervisory role, supporting the store's sales and profit goals. The role suits an emerging leader who can deliver excellent customer service and ensure compliance with company standards and legal requirements.
Responsibilities
- Support the total OMNI customer experience, ensuring visual and commercial curation according to global guidelines
- Represent the H&M brand positively during customer interactions
- Be aware of and take responsibility for department strengths, identifying commercial opportunities and working with the Department Manager to act on them
- Ensure customer service is provided in all areas of the store and that the team actively promotes and sells products
- Follow up that the team actively promotes the Customer Loyalty App (Hello Member) and in-store sustainability initiatives
- Ensure correct routines in fitting room and checkout, including transactions, returns, and exchanges
- Handle all admin routines for both people and operations correctly
- Keep up-to-date with fashion scene, trends, tendencies, styles, brands, products, competitors, and relevant influencers
- Ensure the team provides product and fashion knowledge as well as other relevant information during customer interactions
- Retain and share knowledge and skills with the store team
- Collaborate, plan, and teamwork with the in-store Visual Merchandiser team
- Give and receive feedback with colleagues to learn, develop, and support each other
- Communicate regularly to store colleagues to inform, motivate, and inspire (e.g., daily, weekly meetings)
- Ensure all procedures, routines, and legal requirements in all areas of the store are followed
- Secure a clean and tidy sales floor and back of house, including stockroom areas
- Ensure high fashion quality, visual, and commercial product presentation, with good garment care
- Secure good stock levels and provide input on allocation to the Area team
- Ensure the full garment cycle – from delivery to garment presentation – and fitting room routines are according to standards and internal routines, utilizing all provided tools and technology
- Upkeep and follow best practice for any in-store OMNI Services and in-store tech services/tools (e.g., Instore Care App, Click & Collect, Smart Store)
- Secure a strong balance and the maintenance of price signs in-store and throughout the sales floor/store following guidelines according to global and local strategies and sales market/regional requirements
- Update and upkeep BOH Areas for all colleagues (key information, health & safety, tidiness etc)
- Responsible for opening and closing the store daily
