KEVIN GLADNEY

• 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
• Responsible for talent and performance management in your store – recruiting, onboarding, 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

Multi Store Department Manager( Global Flagship Times Square, Tyson’s Corner Flagship, National Harbor, Old Town Alexandria)

• Regularly analyze and follow up on Sales & Profit KPI's for my department with the Visual Merchandiser. I secure that actions are taken to maximize selling. I support the Visual Merchandisers with these actions by securing the hours and staff needed for a successful execution.
• Ensure proper scheduling for my department to maximize conversion and enable commercial activities (Department moves, Sales, Deals, etc.)
• Ensure department execution continuously meets H&M's standards and follow up using the Store Experience Tool (S.E.T)
• Ensure Store Operations and Best Practices are followed in department and throughout the store. This includes, but not limited to: Truck planning, Intraday, Garment care, etc.
• Ensure customer service standards are delivered at all times through active coaching of Sales Advisors and leading by example.
• Give input to Store Manager and District Team on allocation and replenishment to secure a good garment level in department according to selling.
• Manage the recruitment, training, development and succession plan for all departments in line with H&M's best practices.
• Evaluate and manage the performance of my department team members; give feedback, execute dialogues, development plans, and take actions to improve performance and develop my team.
• Ensure health & safety, legal and security issues are being handled to H&M standards and local laws securing the employee and customer safety at all times.
• Carry out supervisory responsibilities in accordance with H&M policies & applicable laws including approving time off request, pay, locations or title change, conducting terminations & corrective actions & making employment decisions.
• Ability to maintain overall store responsibility of store in absence of Store Manager.

• Be the Customer Experience Leader by analyzing customer service data in order to plan and strategize appropriately.
• Development of Management and Brand Ambassadors to ensure they are executing the company's values and customer first mentality.
• Leads and manages the store to drive selling, customer experiences and profitability.
• Create a culture that reflects a positive and rewarding experience with the company for both the customers and employees.
• Set the tone and standards that drive customer satisfaction that will lead the business to be recognizable within the market.
• Provide a quick response to customer inquiries and questions in an appropriate and efficient manner.
• Oversee and maximize store volume and profit in accordance with store/company goals through excellent staffing, superb customer experience and attention to detail in a fast-paced environment.
• Monitor results by creating short-term and long-term strategies, processes, and events that ensure a positive in-store experience for both our store team and customers.
• Lead talent selection, training, coaching, engagement, retention, and recognition initiatives for all store employees.
• Define personal leadership development by utilizing company tools and programs, while also actively seeking feedback from the team members, peers, and leaders.
• Ensure service, merchandising, operational standards and company credit initiative are met through company-defined practices and processes.
• Address performance by initiating and administering action plans for all store employees.
• Plan and promote the daily schedule of employees and the business which can include Kronos, staff schedules and payroll budgeting.