Lead Creative Designer

📍 Job Overview

Job Title: Lead Creative Designer

Company: Michaels Stores

Location: Winston-Salem, North Carolina, United States

Job Type: FULL_TIME

Category: Retail Management / Operations

Date Posted: May 26, 2026

Experience Level: 2-5 Years

Remote Status: On-site

🚀 Role Summary

• This role is central to driving custom framing sales and enhancing the customer experience within a retail environment, requiring a blend of sales leadership and operational oversight.

• Encompasses leading and coaching a team of framers, focusing on building strong customer relationships and delivering high-quality framing solutions.

• Involves direct responsibility for achieving Key Performance Indicators (KPIs) for both individual sales and team production, with an emphasis on sales floor engagement and strategic workload planning.

• Requires active participation in store operations, including inventory management, shrink reduction, safety programs, and serving as Manager on Duty (MOD).

📝 Enhancement Note: While the title is "Lead Creative Designer," the core responsibilities and required skills clearly indicate a leadership role within the custom framing department of a retail store, focusing on sales, team management, and operational execution rather than traditional graphic design or product design. The "creative" aspect is tied to customer solutions in framing.

📈 Primary Responsibilities

• Team Leadership & Coaching: Lead, coach, and develop a team of framers to excel in selling behaviors, customer relationship building, and delivering exceptional custom framing solutions on time.

• Sales Performance Management: Drive custom framing sales, achieve individual KPIs, and manage the framing team to meet their respective role KPIs through effective sales floor time and networking strategies.

• Operational Execution: Oversee and execute inventory management processes, manage shrink and safety programs, and ensure adherence to Standard Operating Procedures (SOPs) and Company programs.

• Customer Engagement: Assist customers in creating memorable and effective framing solutions, acknowledge customers, help locate products, and provide solutions to meet their needs.

• Store Operations: Serve as Manager on Duty (MOD), participate in truck unloads and stocking processes, and assist with Omni-channel processes to ensure seamless customer experiences.

• Talent Development: Participate in interviewing, on-boarding, coaching, and training of new team members, supporting Talent Development and Performance Management activities.

📝 Enhancement Note: The responsibilities highlight a dual focus on sales leadership and operational management within a specialized retail department (custom framing). This requires a candidate who can balance strategic selling initiatives with the practical execution of store operations and team development.

🎓 Skills & Qualifications

Education: High school diploma or equivalent required. Specific formal education in design or art is not explicitly stated, implying a focus on practical skills and experience.

Experience:

• Minimum of 2-5 years of experience in a retail environment, with a strong emphasis on sales and customer service.

• Demonstrated experience in leading or supervising a team, with a track record of coaching and development.

Required Skills:

• Basic computer proficiency for operational tasks and potential CRM interaction.

• Strong customer service and interpersonal skills for building relationships and providing solutions.

• Ability to manage and execute inventory control processes and adhere to SOPs.

• Experience in sales floor engagement and driving sales performance.

Preferred Skills:

• Previous custom framing experience is highly preferred, indicating a need for technical understanding of framing processes and materials.

• Retail management experience, demonstrating a broader understanding of store operations and team leadership.

• Experience specifically leading a sales team, with proven success in meeting sales targets.

• Familiarity with Omni-channel retail processes.

📝 Enhancement Note: The preference for custom framing experience suggests that candidates with this specific skill set will have a significant advantage, as it implies a shorter ramp-up time for understanding the core product and service offering.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• While a traditional creative portfolio is not explicitly required, candidates should be prepared to discuss their experience in developing and executing sales strategies within a retail context, demonstrating process improvements in customer engagement or team performance.

• Examples of how you have managed and improved inventory processes, sales workflows, or team coaching methodologies would be beneficial.

• Documentation of how you have implemented or adhered to Standard Operating Procedures (SOPs) and managed operational metrics (KPIs) is crucial.

Process Documentation:

• Be prepared to discuss your experience in designing or optimizing workflows for custom framing services, from customer consultation to final product delivery.

• Detail your methods for implementing and ensuring adherence to operational processes, including inventory management, safety protocols, and sales best practices.

• Understand how to measure and analyze performance metrics, such as sales conversion rates, production efficiency, and customer satisfaction, to drive continuous improvement.

📝 Enhancement Note: Given the retail and sales-focused nature of this role, a "portfolio" would likely be demonstrated through a detailed discussion of past experiences, specific examples of process improvements, and quantifiable results achieved in sales and team leadership, rather than a visual design portfolio.

💵 Compensation & Benefits

Salary Range: Based on the "2-5 Years" experience level for a Lead Creative Designer/Framing Specialist in Winston-Salem, NC, and considering the retail management aspects, a realistic salary range would be approximately $45,000 - $65,000 annually. This estimate accounts for base pay, potential commission or bonus structures tied to framing sales, and the leadership responsibilities.

Benefits:

• Health Insurance (Medical, Dental, and Vision)

• Paid Time Off (PTO)

• Tuition Assistance

• Generous Employee Discounts on Michaels products

• Potential for performance-based bonuses or incentives tied to framing sales targets.

Working Hours: 40 hours per week, typically full-time. This role requires flexibility to work nights, weekends, and early mornings, as is common in retail operations. The role also includes serving as Manager on Duty (MOD), implying a need for availability across various shifts.

📝 Enhancement Note: Salary is estimated based on industry benchmarks for retail leadership roles with sales responsibilities in the Winston-Salem area, considering the specific niche of custom framing. Benefits are explicitly listed in the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Retail (Arts and Crafts, Custom Framing). Michaels is a leading destination for creating and celebrating, operating over 1,300 stores in North America.

Company Size: Large (over 1,300 stores, part of The Michaels Companies Inc.). This indicates a structured corporate environment with established processes and potential for career advancement.

Founded: 1973. Michaels has a long-standing history in the retail sector, suggesting stability and deep market understanding.

Team Structure:

• The role is part of a store-level team, reporting to the Store Manager.

• Directly leads a team of framers, fostering a collaborative and performance-driven environment.

• Requires close partnership with other Managers on Duty (MODs) and store associates for daily operations.

Methodology:

• Emphasis on Standard Operating Procedures (SOPs) for consistent execution of sales and operational tasks.

• Data-driven approach to performance management, utilizing KPIs to track sales, production, and team effectiveness.

• Customer-centric approach focused on building relationships and providing tailored solutions.

• Commitment to continuous improvement through coaching, talent development, and adherence to company programs.

Company Website: https://www.michaels.com/

📝 Enhancement Note: The company culture is described as focused on creativity, celebration, and customer service, with a strong emphasis on teamwork and adherence to established retail operational standards. The large company size suggests opportunities for growth and development within a structured framework.

📈 Career & Growth Analysis

Operations Career Level: This role is an entry to mid-level management position within the retail operations and sales leadership track. It represents a step up from an individual contributor role, requiring leadership and operational oversight.

Reporting Structure: Reports directly to the Store Manager. Manages a team of framers.

Operations Impact: The Lead Creative Designer is crucial for driving revenue through custom framing sales, which is often a higher-margin service. Their leadership directly impacts team performance, customer satisfaction, and operational efficiency within their department, contributing significantly to the store's overall success.

Growth Opportunities:

• Advancement within Store Management: Potential to progress to Assistant Store Manager or Store Manager roles, taking on broader responsibilities for the entire store's operations and P&L.

• Specialization in Framing: Opportunity to become a subject matter expert in custom framing, potentially leading to roles in training, regional support, or product development for framing services.

• Cross-Functional Retail Roles: Experience gained in sales management, team leadership, and operational execution can be transferable to other retail management positions within Michaels or the broader retail industry.

• Skill Development: Opportunities to enhance leadership, sales coaching, inventory management, and customer relationship management skills through company training programs and on-the-job experience.

📝 Enhancement Note: The role offers a clear path for career progression within retail management, particularly for individuals interested in sales leadership and operational excellence within a specialized department like custom framing.

🌐 Work Environment

Office Type: This is a retail store environment. The "office" is the sales floor and the frame shop area.

Office Location(s): Winston-Salem, NC (1050 Hanes Mall Blvd). This is a mall-based retail location.

Workspace Context:

• The primary workspace is the retail sales floor and a dedicated frame shop, which contains specialized equipment like a glass cutter and heat press.

• The environment is customer-facing, requiring constant interaction with the public.

• While most public areas are climate-controlled, some stock rooms may not be.

• Potential for some outdoor work related to truck unloads or retrieving carts.

• The frame shop environment necessitates adherence to safety protocols due to the tools and materials used.

Work Schedule: Full-time, 40 hours per week, with a requirement for flexibility to work nights, weekends, and early mornings. This schedule is typical for retail leadership roles and ensures coverage during peak shopping times and operational needs.

📝 Enhancement Note: The work environment is dynamic and customer-focused. Candidates should be comfortable with the fast-paced nature of retail, hands-on work in the frame shop, and flexible scheduling.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a phone or video screening with HR or a hiring manager to assess basic qualifications, experience, and cultural fit.

• In-Store Interview: This will likely involve meeting with the Store Manager and potentially other management team members. It will focus on behavioral questions, situational judgment, and assessing leadership potential.

• Practical Assessment/Scenario: You may be asked to walk through a typical customer interaction for custom framing, discuss how you would handle a specific sales challenge, or explain how you would coach a team member.

• Final Interview: Potentially with a District Manager or Regional Manager for final approval, focusing on strategic alignment and long-term potential.

Portfolio Review Tips:

• Focus on Impact: Since a visual portfolio isn't the primary requirement, prepare to discuss your achievements using the STAR method (Situation, Task, Action, Result). Quantify your successes whenever possible (e.g., "Increased framing sales by 15% in Q3," "Reduced inventory discrepancies by 10%").

• Process Examples: Be ready to detail your experience with SOPs, inventory management, sales process optimization, and team coaching. Use specific examples of how you've implemented or improved these processes.

• Leadership Narrative: Craft a narrative around your leadership style, focusing on how you motivate teams, develop talent, and drive performance. Highlight your ability to build strong customer relationships.

• Company Alignment: Research Michaels' values and mission. Be prepared to articulate how your approach to leadership, sales, and customer service aligns with their purpose of "fueling the joy of creativity and celebration."

Challenge Preparation:

• Sales Scenarios: Practice responding to common retail sales challenges, such as handling customer objections, upselling, cross-selling (e.g., suggesting framing for artwork purchased elsewhere), and dealing with difficult customers.

• Operational Scenarios: Prepare for questions related to inventory control, loss prevention, safety procedures, and staff scheduling or conflict resolution.

• Team Coaching Scenarios: Think about how you would address underperforming team members, provide constructive feedback, and recognize high performers.

📝 Enhancement Note: The interview process will heavily weigh practical experience, leadership capabilities, and an understanding of retail sales and operations, particularly within the custom framing context. Demonstrating quantifiable results and a customer-centric approach will be key.

🛠 Tools & Technology Stack

Primary Tools:

• Point of Sale (POS) System: For processing sales transactions, managing customer orders, and potentially tracking inventory. Familiarity with retail POS systems is essential.

• Basic Computer Skills: Proficiency in standard office software (e.g., Microsoft Office Suite, Google Workspace) for communication, scheduling, and basic reporting.

• Custom Framing Software/Tools: While not explicitly listed, familiarity with design software or specialized framing estimation tools may be beneficial, though hands-on experience with the physical framing process is likely more critical.

Analytics & Reporting:

• Sales Reporting Tools: Ability to access and interpret sales reports from the POS system or other internal dashboards to track KPIs, sales performance, and inventory levels.

• Inventory Management Systems: Familiarity with systems used for tracking stock, managing orders, and conducting cycle counts.

CRM & Automation:

• Customer Relationship Management (CRM): Experience with CRM systems to manage customer data, track past purchases, and facilitate personalized communication for repeat business and loyalty programs.

• Inventory & Order Management Systems: Understanding of how these systems integrate to ensure accurate stock levels and efficient order fulfillment.

📝 Enhancement Note: The technology stack is typical for a retail environment, emphasizing POS systems, basic office software, and potentially specialized framing software. The focus is on operational efficiency and sales tracking.

👥 Team Culture & Values

Operations Values:

• Creativity & Celebration: Upholding Michaels' purpose of fueling the joy of creativity and celebration through exceptional customer experiences and a passion for the arts and crafts.

• Customer Focus: Prioritizing customer needs, building relationships, and providing solutions that exceed expectations, especially in the personalized custom framing service.

• Teamwork & Collaboration: Working together respectfully and positively, supporting colleagues, and contributing to a cohesive store environment.

• Accountability & Performance: Taking ownership of responsibilities, driving results through KPIs, and adhering to SOPs and company standards.

• Integrity & Safety: Maintaining a safe work environment, managing shrink effectively, and conducting business ethically.

Collaboration Style:

• Cross-Functional Integration: Working closely with store management and associates to ensure smooth store operations, from truck unloads to customer service on the sales floor.

• Peer-to-Peer Support: Encouraging a culture where team members support each other, share knowledge, and contribute to collective success.

• Feedback Exchange: Openness to giving and receiving constructive feedback to foster continuous improvement in team performance and individual development.

• Customer-Centric Communication: Ensuring all interactions, both internal and external, are positive, respectful, and solution-oriented.

📝 Enhancement Note: The culture emphasizes a blend of creative passion, customer dedication, and operational discipline, all within a supportive team environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Sales and Operations: Effectively managing both the drive for custom framing sales and the daily operational demands of the store, including inventory, safety, and team management.

• Team Motivation and Development: Consistently motivating a team to achieve sales targets and deliver high-quality service, especially in a retail setting with varying levels of experience.

• Managing Specialized Inventory: Overseeing the inventory of framing materials, which can be diverse and require precise management to minimize waste and maximize profitability.

• Adapting to Retail Fluctuations: Navigating seasonal demands, mall traffic changes, and evolving customer preferences within the arts and crafts and framing markets.

Learning & Development Opportunities:

• Advanced Framing Techniques: Deepen expertise in custom framing techniques, materials, and design principles.

• Retail Management Skills: Develop comprehensive skills in sales leadership, operational management, visual merchandising, and team development.

• Customer Relationship Management: Enhance skills in building and maintaining customer loyalty through personalized service and effective follow-up.

• Career Progression: Opportunities to advance into higher-level store management roles or specialized positions within the Michaels organization.

• Industry Trends: Stay abreast of trends in art, design, and home décor that influence framing choices and customer demand.

📝 Enhancement Note: This role presents a solid foundation for a career in retail management, offering exposure to sales leadership, operational execution, and direct customer engagement within a specialized and creative retail segment.

💡 Interview Preparation

Strategy Questions:

• Sales & Leadership: "Describe a time you successfully coached a team member to improve their sales performance. What was the situation, your approach, and the result?" or "How would you approach selling a high-value custom framing solution to a customer who is hesitant about the price?"

• Operational Execution: "Walk me through how you would conduct a weekly inventory check for framing materials to ensure accuracy and minimize waste." or "What steps would you take to address a recurring safety concern in the frame shop?"

• Problem-Solving: "A key framing associate calls out sick during a busy weekend. How do you ensure customer service and production targets are met?" or "A customer is unhappy with their custom framing order. How do you handle the situation to ensure customer satisfaction and protect the store's interests?"

Company & Culture Questions:

• "Why Michaels? What appeals to you about our brand and our mission to fuel the joy of creativity?"

• "How do you embody our company values of creativity, teamwork, and customer focus in your leadership style?"

Portfolio Presentation Strategy:

• Quantify Achievements: For each example you provide (e.g., sales increase, process improvement), state the specific metrics and percentage of improvement.

• STAR Method: Structure your answers using the STAR method to clearly outline the situation, your task, the actions you took, and the positive results achieved.

• Focus on Framing: When discussing sales or customer service examples, emphasize those related to custom framing or similar consultative sales processes.

• Leadership Narrative: Be prepared to discuss your leadership philosophy and how you foster a positive and productive team environment.

📝 Enhancement Note: Interviewers will be looking for a candidate who demonstrates a strong understanding of retail operations, effective sales leadership, a customer-centric mindset, and the ability to manage and motivate a team within a specialized retail environment.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link on the Michaels Careers website.

• Resume Optimization: Tailor your resume to highlight experience in custom framing, retail sales leadership, team management, inventory control, and KPI achievement. Use keywords from the job description.

• Portfolio Preparation: Prepare specific examples of your successes in sales, team leadership, operational efficiency, and customer service. Be ready to discuss these using the STAR method, quantifying your achievements whenever possible.

• Company Research: Familiarize yourself with Michaels' mission, values, products, and recent initiatives. Understand their commitment to creativity and customer experience.

• Interview Practice: Practice answering behavioral and situational questions related to sales, leadership, operations, and customer service, particularly in a retail context.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions based on the provided raw data and typical retail management roles. Specific details about salary, benefits, and exact interview processes should be confirmed directly with Michaels Stores during the application process.