Job Description

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 will energise and drive the team to create a shopping journey for our customers that are authentic, personalized, and engaging.

Your responsibilities will also include cash office responsibilities. You will play a vital role in ensuring the efficiency and accuracy of our back-of-house operations. You maintain high standards and implement effective routines that directly enhance both the customer experience and overall store performance. Your attention to detail and commitment to operational excellence help create a well-organised and high-functioning cash office environment. 

Working closely with the management team, you contribute to profitability through smart logistics, accurate reporting, and streamlined processes. Together with your team, you're not just managing operations—you’re shaping a seamless, welcoming and inviting store experience.  

Key Responsibilities:  

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 optimize 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 

Accurately process and bank daily sales 

Manage payroll input and ensure timely submissions 

Take ownership of store audit results and support team training on operational standards 

Receive, process, and manage deliveries efficiently  

Qualifications

Previous experience in retail / hospitality, with a strong 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. 

Adaptable and flexible: Comfortable navigating change and adjusting to shifting priorities or schedules. 

Action-oriented: Proactive and driven to take initiative and get things done. 

Strong communicator: You have a genuine interest in people and actively listen to understand their needs and perspectives. 

Eager to learn: Open to feedback and always looking for opportunities to grow and develop. 

Brand enthusiast: You have a real passion for our brand and collection, and love sharing that enthusiasm with customers. 

Schedule flexibility: Willing and able to work varied hours, including evenings and weekends. 

Experience handling administrative tasks such as cash handling, scheduling, and filing (Preferable but not mandatory)

Team leadership: Some experience in organising and guiding teams—ideally in a retail setting—to deliver great service and complete tasks efficiently. 

Strong English language skills are required.

Additional Information

Benefits:

We’re committed to supporting our employees with a range of attractive benefits and valuable development opportunities. As a member of our team, you’ll enjoy a 20% staff discount across all H&M Group brands—available both in-store and online. Additionally, every employee is included in our H&M Incentive Program (HIP), designed to reward your contributions and support your growth within the company. You can read more about our H&M Incentive Program here.  

Inclusion & Diversity:  

At H&M Group, we are committed to fostering inclusive, diverse, and equitable workplaces across our entire organisation. We believe that 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. That’s why we consider all dimensions of diversity throughout our recruitment process—ensuring our workforce reflects the richness of the communities we serve.