Director, Digital Success

Affiliated Independent Distributors•Wayne, PA

6d•Hybrid

About The Position

The Director, Digital Success is responsible for ensuring AD members realize measurable value from AD eCommerce Solutions. The role leads member success strategy across participating distributors and is accountable for member engagement, adoption, satisfaction, retention, and growth. The Director serves as a trusted advisor to member leaders, helping them advance digital capabilities, maximize the value of AD’s product content and eCommerce solutions, and identify opportunities to improve digital performance. The role leads the Digital Success team and represents the voice of the member in the ongoing development of AD’s eCommerce offerings. The position is based in Wayne, Pennsylvania, with a hybrid schedule: three days in the office, Tuesday through Thursday, and remote work on Mondays and Fridays. Travel may be required up to 25%.

Requirements

At least 8 years of experience in eCommerce, digital strategy, product content, PIM, customer/member success, or a related field.
Demonstrated experience leading customer or member relationships and large-scale digital initiatives.
Strong relationship-building and consultative skills.
Ability to translate complex digital concepts into clear business value.
Strong communication, facilitation, and presentation skills.
Ability to connect business needs with technology and operational solutions.
Strong leadership, project management, relationship management, and change management skills.
Ability to develop teams and work effectively across functions.
Self-directed and proactive, with the ability to operate in a fast-paced environment.
Ability to travel up to 25%.

Nice To Haves

Bachelor’s degree in Communications, Business, Marketing, or a related field is preferred.
Experience with CRM platforms such as Salesforce and digital/eCommerce technology platforms is preferred.
Experience with B2B distribution, product content, web development, SEO, or digital commerce is preferred.

Responsibilities

Build strong relationships with participating members and serve as a senior point of contact and advisor.
Understand member business objectives, digital maturity, challenges, and opportunities to help members realize greater value from AD eCommerce Solutions.
Drive member adoption and effective use of eCommerce capabilities, including product content, data automation, digital tools, and related services, and help members translate them into measurable business value.
Monitor member engagement, satisfaction, utilization, and retention; identify members needing additional support and lead strategies to strengthen engagement and address challenges.
Oversee a consistent onboarding experience for new program participants, ensuring members understand available capabilities, required processes, data requirements, and opportunities to accelerate value.
Gather member feedback and insights, and partner with eCommerce leadership and cross-functional teams to incorporate member needs into priorities, enhancements, and future capabilities.
Lead and develop the Digital Success team; establish clear priorities, success measures, and consistent approaches across the member experience.
Partner with AD Divisions, Member Engagement, Product Content, technology teams, and external service providers to coordinate member initiatives and resolve issues affecting member success.
Establish and monitor measures of member success, including engagement, adoption, satisfaction, retention, and program value.
Oversee applicable member billing and service-provider processes.
Maintain awareness of B2B eCommerce, digital distribution, product content, and industry best practices.
Represent AD eCommerce Solutions with members, advisory groups, and at relevant industry events.