Position Overview
Follett Higher Education is a leading educational service provider and omnichannel retailer that provides students, faculty and 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 Senior Manager of Digital Creative leads the strategy, development, and execution of customer-centric digital experiences across web, mobile, and emerging digital platforms. This role is responsible for establishing the creative vision, driving UI/UX excellence, and ensuring the delivery of compelling, on-brand experiences that strengthen customer engagement, support revenue growth, and advance business objectives. Working closely with Marketing, Merchandising, Product, Technology, and other cross-functional partners, the Senior Manager translates customer insights and business priorities into innovative digital solutions. This leader champions design best practices, fosters a culture of creativity and continuous improvement, and drives adoption of AI-enabled capabilities to enhance creative effectiveness, scalability, and operational efficiency.
Responsibilities
Creative Leadership & Strategy:
- Define and evolve the enterprise digital design vision, strategy, and standards across web, mobile, and emerging platforms.
- Establish and maintain scalable UI/UX guidelines, frameworks, and best practices to ensure a consistent customer experience across digital touchpoints.
- Translate business objectives, customer insights, and market trends into intuitive, engaging, and high-performing digital experiences.
Content Execution:
- Lead end-to-end creative development from concept through delivery, ensuring alignment with brand standards, customer needs, and business goals.
- Partner with marketing, merchandising, and cross-functional stakeholders to develop and execute seasonal campaigns, promotions, and digital content initiatives.
- Evaluate and apply emerging design trends, tools, and technologies to continuously enhance digital experiences and creative effectiveness.
- Champion AI-first creative practices by identifying opportunities to leverage AI for UI/UX design, content creation, content versioning, design validation, and workflow optimization.
Cross-Functional Collaboration:
- Partner with product, engineering, marketing, merchandising, and business leaders to deliver cohesive and customer-centric digital experiences.
- Present creative strategies, design concepts, and recommendations to executive leadership and key stakeholders to gain alignment and drive decision-making.
- Facilitate workshops, design sprints, and collaborative ideation sessions to accelerate innovation and solve complex business challenges.
Performance & Optimization:
- Leverage customer data, analytics, and performance metrics to inform creative decisions and improve business outcomes.
- Test, measure, and optimize digital experiences to increase engagement, conversion, and customer satisfaction.
- Serve as the team's Heap.io subject matter expert, identifying user friction points, uncovering optimization opportunities, and translating insights into actionable recommendations.
- Bachelor's degree in a related field or equivalent
- 7+ years of experience in digital creative, UI/UX design, eCommerce, or digital marketing environments.
- Strong portfolio demonstrating digital-first design solutions across web, mobile, and customer-facing channels.
- Experience leading cross-functional creative initiatives and partnering with Marketing, Merchandising, Product, and Technology teams.
- Deep understanding of UI/UX principles, customer journey optimization, and digital experience best practices.
- Proficiency with Figma, Adobe Creative Suite, and other digital design and collaboration tools.
- Experience leveraging analytics and AI-enabled tools to inform design decisions and improve business outcomes.