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Retail Operations Leader

3 months ago

Toronto, Ontario, Canada H&M Group Full time

Job Overview

General Summary: At H&M, we designate our Assistant Managers as Retail Operations Leaders. In this role, you will play a crucial part in achieving the Sales and Profit objectives of the store by implementing strategies to provide the Best Customer Experience both in your department and throughout the store. The Retail Operations Leader is responsible for cultivating a high-performing team and facilitating their growth, while also engaging in succession planning, talent development, and structured performance evaluations based on results, values, and leadership principles. This position operates in compliance with legal regulations and H&M's standards, policies, and procedures to meet the expectations of customers and team members.

This role reports directly to the Store Manager and oversees the following positions: Department Supervisor and Sales Advisor.

Daily Responsibilities*

Sales and Profit Management

Regularly assess and monitor Sales & Profit KPIs for the department in collaboration with Visual Merchandisers. Ensure that necessary actions are taken to optimize sales performance. Assist Visual Merchandisers by providing the required hours and personnel for effective execution. Collaborate with the store management team to ensure that store operations, H&M standards, and best practices are adhered to through effective scheduling, maximizing conversion rates, and enabling commercial activities (such as Moves, Sales, Events, etc.) while delivering exceptional customer service within the allocated sales budget. Strategically plan and prioritize initiatives with your team that have a direct impact on sales and ensure the implementation of the Commercial Handbook. Guarantee that H&M Customer Service standards are consistently met through proactive coaching and leading by example. Actively engage in executing store routines and tasks, including but not limited to receiving deliveries, garment processing, markdowns, department relocations, and price adjustments. Proactively mitigate loss and ensure that the department adheres to safety and security protocols. Provide insights to the Store Manager and Area Teams regarding inventory allocation and replenishment to maintain appropriate garment levels in line with sales trends, while also informing the Store Manager of any potential risks, threats, and opportunities related to the competitive landscape.

Team Management

Oversee the recruitment, training, development, and succession planning of the department team in alignment with H&M best practices. Assess and manage the performance of department team members; provide regular feedback, conduct performance dialogues, development plans, and follow-ups, and take necessary actions to enhance performance and develop the team. Communicate effectively with the store team regarding business performance, company culture, and training priorities through daily meetings and participation in weekly Leadership Meetings. Ensure compliance with health & safety, legal, and security standards as per H&M policies and local regulations, ensuring the safety of both employees and customers at all times. Execute supervisory responsibilities in accordance with H&M policies and applicable laws, including managing time-off requests, payroll, conducting terminations & corrective actions, and making employment decisions. Maintain overall store accountability in the absence of the Store Manager. Foster our Company Culture by encouraging feedback in daily operations and coaching your team to do the same.

Required Qualifications

Who You Are:

Inclusive, positive, creative, and eager to learn on the job. Passionate about customer service and dedicated to helping individuals discover their personal style. A multi-tasker who thrives in a fast-paced environment with a keen eye for detail. 1-2+ years of relevant experience is preferred. Capable of lifting items exceeding 20 pounds. Proficient in coaching and advising staff on management and progressive discipline techniques. Able to stand for extended periods, bend, stretch, engage in repetitive motions, push, pull, and carry items (such as mannequins, clothing, totes, torsos, etc.) over short distances. Comfortable using ladders and step stools. Open availability, including evenings and weekends. Basic computer skills, including browser navigation, software interaction, and data entry are required. May be required 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 supportive group of individuals. Endless opportunities for growth and development. Express your individuality through your attire; we encourage you to dress authentically every day. Enjoy a discount at H&M, &Other Stories, and COS.

Additional Information

*This job posting outlines the key responsibilities and requirements of the position. It is not exhaustive, and additional duties may be assigned at the company's discretion.

**H&M believes that the compensation range posted is accurate for this role at this location at the time of posting. Compensation may vary based on candidate qualifications and may be adjusted in the future.

Benefits:

H&M Group offers attractive benefits to all employees, including extensive development opportunities globally. All employees receive a staff discount card applicable to all H&M Group brands in stores and online. Brands included in the discount are H&M (including Beauty and Move), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, and Afound. Additionally, all employees participate in the H&M Incentive Program – HIP. More information about the H&M Incentive Program is available.

Alongside global benefits, local markets provide various competitive perks and benefits, which may differ based on employment type and country.

Benefits include: 25% Staff Discount - Medical, Pharmacy, Vision, and Dental Coverage – Employee Assistance Program - Vacation, Wellness, Holiday, and Parental Pay – RRSP – Commuter Benefits, Health, and Dependent Care FSA. Additional Voluntary Benefits may also be available.

Inclusion & Diversity:

H&M is part of H&M Group. We are committed to fostering inclusive, diverse, and equitable workplaces across our organization. Our teams should comprise individuals with varied backgrounds who share and combine their knowledge, experience, and ideas. A diverse workforce positively impacts our approach to challenges, our perceptions of possibilities, and our relationships with colleagues and customers worldwide. All dimensions of diversity are considered in our recruitment process.

We strive for a fair and equitable process and kindly request that you do not attach a cover letter to your application, as they may contain information that could unintentionally trigger biases.

Company Overview:

H&M is a fashion brand that provides the latest styles and inspiration, ranging from fashion pieces and unique designer collaborations to affordable wardrobe essentials. Our business idea is to deliver fashion and quality at the best price in a sustainable manner. Learn more about H&M.