Retail Operations Leader

2 weeks ago

Chicago, Illinois, United States H&M Group Full time

Position Overview:

The Retail Operations Leader plays a pivotal role in driving Sales and Profit objectives within the store by implementing strategies that ensure an exceptional Customer Experience throughout the department and the overall store.

This role collaborates closely with legal guidelines and H&M's standards, policies, and procedures to fulfill the expectations of both customers and team members.

Reporting to the Department Manager or Store Manager (depending on store size), this position has a dotted line relationship with Sales Advisor(s).

Your Daily Responsibilities:

Sales and Profit:
Together with the management team, ensure that store operations, H&M standards, and best practices are adhered to through effective scheduling aimed at maximizing conversion rates and facilitating commercial activities (such as Moves, Sales, Events, etc.) while providing outstanding customer service within the allocated sales budget.

Maintain H&M Customer Service standards through proactive coaching and by setting a positive example.

Oversee the upkeep of the sales floor in a cost-effective manner to align with H&M standards and initiate necessary actions in collaboration with the management team.

Execute all store routines, including opening and closing procedures, in accordance with Company practices and protocols.

Ensure timely processing of incoming merchandise and follow up to guarantee adherence to guidelines.

Proactively prevent loss and ensure compliance with safety and security protocols within the store.

Identify opportunities to enhance customer satisfaction and sales in collaboration with the Department Manager, and implement necessary changes.

People and Teams:

Facilitate clear communication with the store team regarding business performance, company culture, and training focuses through daily meetings and participation in leadership discussions.

May assume overall store responsibilities in the absence of the Store Manager or Department Manager during opening or closing shifts.

Utilize timekeeping and scheduling systems as part of daily routines.

May be tasked with training other supervisors and completing projects as needed for their professional development.

Act as a note taker during staff interviews when required.

Serve as a management witness on behalf of H&M during employee discussions as necessary.

Ensure that all employee concerns are promptly communicated to the management team.

Assist the management team in daily staff supervision by directing and overseeing workflow within the store.

Support the management team in training and developing Sales Advisors on operational aspects of the business by setting clear goals and providing timely feedback.

Ensure compliance with health & safety, legal, and security standards to protect both employees and customers at all times.

Promote our Company Culture by encouraging feedback in daily operations and coaching your team to do the same.

Qualifications:

Who You Are:
Inclusive, positive, creative, and eager to learn on the job.
Passionate about customer service and assisting individuals in finding their style.
A multi-tasker who thrives in a fast-paced environment with a keen eye for detail.
Physically capable of lifting over 20 pounds.
Ability to stand for extended periods, bend, stretch, and engage in repetitive motions, as well as push, pull, and carry items (such as mannequins, clothing, totes, torsos, etc.) over short distances.

Comfortable using a ladder and step stool.
Open availability, including evenings and weekends.
1-2+ years of relevant experience is advantageous.
Willingness to travel to support other locations and for training purposes.

Why You'll Appreciate Working for H&M:

A dynamic, team-oriented work environment with a diverse and kind group of individuals.
Endless opportunities for growth and development.
Express your personality through your attire; we encourage you to dress authentically every day.
Enjoy employee discounts at H&M, &Other Stories, and COS.


Additional Information:
Job Status: Hourly, Non-Exempt
Compensation: Competitive hourly rate
Inclusion & Diversity:
H&M is committed to fostering inclusive, diverse, and equitable workplaces across our organization. We strive for a fair and equal hiring process and kindly request that you do not attach a cover letter to your application, as they may contain information that could unintentionally introduce biases.
Company Overview:

H&M is a fashion brand dedicated to providing the latest styles and inspiration, ranging from trendy pieces and unique designer collaborations to affordable wardrobe essentials. Our business philosophy centers on delivering fashion and quality at the best price in a sustainable manner.

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