Job Description

About the Role

As a Store Manager, you’ll be responsible for the total holistic omni customer experience in your store, ensuring high visual and commercial curation & standards according to the store format location and global & regional strategies. You have the responsibility of leading the full store team to excel. You create an inclusive culture that promotes collaboration and entrepreneurial spirit and are responsible & aware of the store’s strengths, opportunities, and competitors. You’ll also be the person who analyzes and follows up on sales, creating plans to optimize results and profits.

A Day in the Life

Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities*

Customer Sales & Profit

Responsible for the total OMNI customer experience in your store, ensuring visual and commercial curation according to your store format environment, global guidelines and regional strategies

Represent yourself and the H&M brand positively during all customer interactions

Establish, analyze, and follow up on sales & budget goals, and create plans to optimize results

Ensure personal customer service is provided in all areas of the store, ensuring your team initiates customer interactions, guiding customers through fashion stories and works towards actively selling our products

Following up that your teams are actively promoting our Customer Loyalty App (Hello Member) & in-store sustainability initiatives

Schedule to budgeted hours plan in line with sales budget and commercial activities

Ensure correct routines in fitting room and checkout, including transaction, returns and exchanges

Be aware of your store strengths and opportunities, identifying commercial opportunities and acting on them. Maintain competitor awareness & knowledge

Manage store maintenance in a cost-efficient way

Ensure all admin routines for both people and operations are handled in a correct way

Fashion & Trend Awareness

Keep up to date with fashion scene, trends, tendencies, styles, brands, products, competitors, and relevant influencers, etc

Ensure your team provides product and fashion knowledge as well as other relevant information during customer interactions

Ensure good understanding of the local area of your store, customers, competition, and fashion trends

Team & Development

Responsible for talent and performance management in your store – recruiting, onboarding, upskilling, and developing your team

Complete performance evaluations and succession planning to support business needs & team

Retain and share your knowledge and skills with your team

Strong collaboration with Area team and store leadership team including VMs

Ensure excellent communication & professionalism

Responsible for the teams planning & scheduling

Regular communication to store colleagues to inform, motivate and inspire – daily/weekly meetings, etc

Ensure all procedures, routines, security, and legal requirements in all areas of the store are followed

Participate in relevant available Onboarding & introduction processes, trainings and courses relevant for your role & future development

Retail Operations/ Visual & Commercial Execution

Ensure a clean and tidy sales floor and back of house.

Ensure high fashion quality, visual and commercial product presentation, with great garment care.

Ensure good stock levels and provide input on allocation to relevant area or sales market colleagues

Responsible for & supports with the daily opening & closing of store routines and processes

Ensure the full garment cycle – from delivery to garment presentation – and fitting room routines are according to our standards, processes, utilizing all tools and technology provided

Upkeep & following best practices for any in-store OMNI Services & in-store tech services/tools etc (Instore Care App, Click & Collect, Smart Store etc)

Secure a strong balance and the maintenance of price signs in-store and throughout the sales floor/store following guidelines according to global & local strategies & sales market/regional requirements to ensure a strong and consistent price perception throughout the store

Update & maintenance of BOH areas for all colleagues (key information, health & safety, tidiness etc)