As we enter a bold new chapter of growth and transformation, we’re looking for a Head of Creative & Store Experience to help shape the next era of Michael Hill — across every touchpoint, with a particular focus on our evolving retail environments.

This rare opportunity reporting directly to our Chief Marketing Officer, leads the creative vision of our globally recognised brand and elevate the in-store experience to world-class standards. If you're a refined creative leader with a passion for storytelling, brand design, and customer experience, this could be your defining role.

About the Role

This role requires a creative and strategic thinker who can collaborate with cross-functional teams to deliver innovative solutions that align with the company's brand values and customer expectations.

The Head of Creative and Store Experience is responsible for shaping the overall visual and experiential identity of the brand across all customer touchpoints, with a particular focus on in-store environments. This role combines creative direction, brand storytelling, retail design, and customer experience strategy to deliver a cohesive and engaging brand experience. The ideal candidate is a visionary leader with a strong background in creative direction, retail experience design, and team leadership.

From our flagship boutiques to our newest store formats and digital integrations, you’ll guide the creative thread that connects every element of our customer journey, working closely with key cross-functional partners around the world.

Based at our Global Head Office in Cannon Hill, this role requires regular travel to our global retail locations and flagship sites. Flexibility is essential — activations and store events occasionally happen outside traditional office hours.

Key Responsibilities

• Mentor and manage a high-performing creative team, fostering innovation and collaboration.

• Design and execute visual merchandising plans, space management strategies that optimize product presentation and promote brand storytelling (lighting to scent, sound, and service rituals — ensuring a memorable, emotionally resonant experience).

• Develop and execute the store experience strategy aligned with brand and business objectives.
• Lead creative direction across visual merchandising, packaging, campaigns, in-store graphics, and displays.
• Design and implement visual merchandising plans that drive product presentation and brand storytelling.
• Oversee compelling brand activations and in-store events that boost engagement and foot traffic.
• Partner with cross-functional teams (Retail Ops, Merchandising, Property) to deliver seamless brand experiences.
• Analyse customer feedback and store performance data to continuously improve the experience.
• Stay ahead of retail trends, digital integrations, and customer experience innovations.
• Oversee vendor relationships, budgets, and agency collaborations to ensure creative excellence and ROI

What You’ll Bring

• 15+ years in creative direction, brand experience, or retail design — ideally in fashion, luxury, or lifestyle sectors.
• A portfolio of work that demonstrates visionary thinking, exceptional taste, and deep expertise in experiential retail.
• Proven leadership in managing high-performing creative teams and complex, cross-regional projects.
• A deep understanding of omnichannel retail, customer journey mapping, and brand storytelling.
• Experience with global store rollouts, new formats, and flagship launches is highly desirable.
• A degree in Design, Marketing, Fine Arts, or a related field.
• Confident communication skills, strong commercial acumen, and the ability to inspire both creatives and stakeholders alike.

 Why Michael Hill:

• A well reputed, heritage brand trading in 3 countries with career progression opportunities 
• A culture of excited and forward-thinking professionals 
• State of the art tech and office (with WFH flex) with complimentary underground parking 
• Access to our exclusive "Michael Hill Rewards" platform providing discounts and cashback with multiple retailers, weekly recipe inspiration and wellbeing tips 
• Free access to our Employee Assistance Program 
• Exclusive Team Member Purchase Privilege (exclusive team member pricing on MH Products) 

Be part of the team behind the moments that matter – apply now!