Dir Customer Relationships

Position Overview

Follett Higher Education is a leading educational service provider and omnichannel retailer, providing students, faculty, staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America.

The Director of Customer Relationships - Two-Year Colleges serves as the primary owner of contract health, retention, and renewal success for a portfolio of community and technical college partners. Embedded within Follett's Field Organization, this role acts as a strategic partner to the Regional Manager (RM) and Group Vice President (GVP) and is accountable for defending existing contracts, proactively managing institutional risk, and driving renewal readiness through strong, year-round relationships.

This role exists to shift Follett's two-year strategy from reactive renewals to proactive, relationship-led retention. By deeply understanding institutional priorities and aligning Follett's retail, course materials, and digital solutions accordingly, the Director strengthens trust, accelerates issue resolution, and positions Follett as a long-term strategic partner.

Responsibilities

• Contract Retention & Renewal Ownership:
  • Accountable for contract health across assigned two-year college partners.
  • Own renewal readiness by proactively identifying risks related to leadership turnover, execution gaps, financial performance, or service issues.
  • Partner with RMs and GVPs to develop and execute targeted retention and renewal strategies for at-risk and priority accounts.
  • Lead efforts to re-engage institutions lost within the last 12 months, meeting with campus leadership to understand unmet needs and aggressively pursue contract re-obtainment.
  • Reduce surprise contract losses by ensuring early detection, escalation, and resolution of renewal risks.
• Institutional Relationship Leadership:
  • Build and sustain trusted, executive-level relationships with campus leadership and key decision-makers.
  • Establish consistent, year-round engagement models focused on outcomes, student impact, and institutional goals.
  • Serve as a strategic advisor to campuses on retail operations, course materials, Access programs, integrations, and emerging opportunities.
  • Participate in Strategic Partnership Reviews (SPRs) and other campus meetings alongside RMs and Market Leaders, ensuring alignment and follow-through.
• Customer Relationships & Issue Resolution:
  • Lead initiatives to improve the end-to-end customer Relationships, with an emphasis on faster issue resolution and proactive communication.
  • Act as a liaison between campus partners and internal Follett teams (course materials, Access, merchandising, marketing, ecommerce, supply chain, finance, digital).
  • Ensure consistent execution of Follett's service standards, seasonal readiness, and brand promise across stores.
  • Align internal and external perspectives to resolve friction points and restore trust where relationships are strained.
• Growth, Innovation & Portfolio Optimization:
  • Partner with the Access Growth Team to pitch, advance, and close Access and integration opportunities, with a focus on Fall 2026 adoption.
  • Support merchandising and course materials strategies tailored to two-year institutions, including kits, course-related supplies, and simplified fulfillment models.
  • Collaborate with marketing and ecommerce teams on strategies designed specifically for the two-year student population.
  • Identify opportunities to improve financial performance, including sales per student, Access penetration, and EBITDA by institution.
• Strategic Planning, Reporting & Collaboration:
  • Participate in quarterly business reviews and strategic planning sessions with GVPs and RMs.
  • Own or contribute to the creation of SPR decks for two-year schools and ensure a minimum cadence of twice per year.
  • Monitor and report on key performance indicators related to contract retention, renewal readiness, institutional engagement, and customer Relationships.
  • Serve as a real-time feedback conduit, surfacing campus insights, competitive threats, and partnership opportunities to regional and executive leadership.

Qualifications

• Bachelor's degree required; Master's degree in Business, Higher Education, or related field preferred.
• 7+ years of progressive experience in customer Relationships, account management, field leadership, or higher education partnerships.
• Strong understanding of course material adoptions, Access programs, and institutional decision-making dynamics.
• Demonstrated success in driving contract retention, customer satisfaction, and strategic growth in a multi-site or field-based environment.
• Exceptional relationship-building, communication, and influence skills at all organizational levels.
• Analytical mindset with the ability to translate data into action and strategy.
• Willingness to travel regularly within the assigned territory. 10%-50% travel.
• Advanced computer skills.

Preferred Attributes

• Deep understanding of the community college landscape and its evolving needs.
• Proven ability to navigate complex stakeholder environments and lead through influence.
• Experience operating in ambiguity while maintaining clear accountability and focus.
• Passion for education, equity, and delivering value through long-term partnerships.