Director of Digital Customer Experience & Adoption

Watsco • Deerfield Beach, FL

2d

About The Position

The Director of Digital Customer Experience & Adoption is a B2B commercial transformation leader responsible for improving the end-to-end customer experience and increasing customer and sales-team adoption of Gemaire’s digital ecosystem. The role translates Watsco and Gemaire’s digital capabilities into measurable customer behavior, revenue growth, loyalty, and operating productivity. It is not a traditional digital marketing or website-management role.

The Director works across Sales, Operations, Marketing, Product, Data, and Technology to make digital interactions easier and more valuable, while increasing customer and order use of self-service channels. The role leads digital customer experience and adoption strategy, supports sales and branch engagement, guides customer-journey and capability adoption, oversees analytics and performance management, and leads change initiatives. The Director also leads assigned team members and partners and builds customer-experience and adoption capability across the organization. Other duties may be assigned.

Requirements

• Seven or more years of progressive experience in B2B digital commerce, digital customer experience, customer adoption, sales enablement, customer success, product leadership, or business transformation.
• Demonstrated success improving customer journeys, changing customer behavior, and increasing adoption of digital products or self-service capabilities with measurable results.
• Experience in B2B distribution, wholesale, industrial, building products, contractor services, MRO, parts, or another relationship-led B2B business.
• Proven ability to influence field sales, operations, product, marketing, data, and technology stakeholders without relying solely on direct authority.
• Strong commercial acumen, analytical judgment, communication, program leadership, and executive presentation skills.

Nice To Haves

• Bachelor’s degree in Business, Marketing, Technology, Operations, or a related field is preferred; equivalent experience may be considered.
• Experience with branch-based distribution, contractor customers, same-day pickup, complex product catalogs, inventory availability, customer-specific pricing, and fulfillment.
• Experience influencing web and mobile journeys, Salesforce or CRM workflows, digital proposals or quoting, chat, conversational commerce, and customer-facing AI.
• Experience with adoption scorecards, field-led conversion programs, customer segmentation, journey mapping, change management, and people leadership.

Responsibilities

• Develop and execute a multi-year B2B digital customer experience and adoption strategy aligned with customer needs and commercial priorities.
• Create scalable programs to increase account activation, login frequency, mobile usage, digital purchasing, repeat purchasing, and self-service utilization.
• Segment customers by digital behavior, value, and opportunity, and translate insights into targeted regional, territory, branch, and customer actions.
• Partner with Regional Leaders, Territory Managers, Inside Sales, Branch Managers, and Customer Service teams to improve customer experience and influence behavior at scale.
• Equip field teams with customer-level opportunity lists, playbooks, training, scorecards, and follow-up actions.
• Design onboarding and education that make digital the easiest way for contractors to search, quote, purchase, track, and reorder.
• Lead the business view of the customer journey from account creation and login through search, quote, proposal, purchase, service, and repeat order.
• Drive adoption across Gemaire.com, mobile, Salesforce-enabled experiences, Simple Proposal, chat and messaging, customer-facing AI, and future self-service capabilities.
• Represent the voice of the customer and field in roadmap planning, prioritizing by customer value, adoption impact, revenue potential, and operational benefit.
• Partner with Product and Technology teams responsible for platform delivery, integrations, architecture, security, reliability, and support.
• Build an executive scorecard covering digital revenue, customers, orders, engagement, retention, customer experience, productivity, and channel economics.
• Measure performance by customer segment, region, territory, branch, channel, and capability; identify friction and lead corrective actions.
• Present performance, risks, insights, and recommendations to executive and commercial leadership.
• Lead cross-functional initiatives with clear outcomes, owners, milestones, communications, and measurable benefits.
• Balance customer experience with margin, fulfillment, service, and branch realities, and scale proven practices across regions.
• Lead assigned team members and partners and build customer-experience and adoption capability across the organization.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Director