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 responsibilitiesCustomer Sales & ProfitResponsible for the total OMNI customer experience in your store, ensuring visual and commercial curation according to your store format environment, global guidelines and regional strategiesRepresent yourself and the H&M brand positively during all customer interactionsEstablish, analyze, and follow up on sales & budget goals, and create plans to optimize resultsEnsure 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 productsFollowing up that your teams are actively promoting our Customer Loyalty App (Hello Member) & in-store sustainability initiativesSchedule to budgeted hours plan in line with sales budget and commercial activitiesEnsure correct routines in fitting room and checkout, including transaction, returns and exchangesBe aware of your store strengths and opportunities, identifying commercial opportunities and acting on them. Maintain competitor awareness & knowledgeManage store maintenance in a cost-efficient wayEnsure all admin routines for both people and operations are handled in a correct wayFashion & Trend AwarenessKeep up to date with fashion scene, trends, tendencies, styles, brands, products, competitors, and relevant influencers, etcEnsure your team provides product and fashion knowledge as well as other relevant information during customer interactionsEnsure good understanding of the local area of your store, customers, competition, and fashion trendsTeam & DevelopmentResponsible for talent and performance management in your store – recruiting, onboarding, upskilling, and developing your teamComplete performance evaluations and succession planning to support business needs & teamRetain and share your knowledge and skills with your teamStrong collaboration with Area team and store leadership team including VMsEnsure excellent communication & professionalismResponsible for the teams planning & schedulingRegular communication to store colleagues to inform, motivate and inspire – daily/weekly meetings, etcEnsure all procedures, routines, security, and legal requirements in all areas of the store are followedParticipate in relevant available Onboarding & introduction processes, trainings and courses relevant for your role & future developmentRetail Operations/ Visual & Commercial ExecutionEnsure 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 colleaguesResponsible for & supports with the daily opening & closing of store routines and processesEnsure the full garment cycle – from delivery to garment presentation – and fitting room routines are according to our standards, processes, utilizing all tools and technology providedUpkeep & 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 storeUpdate & maintenance of BOH areas for all colleagues (key information, health & safety, tidiness etc)
