Director of Digital Customer Experience & Adoption

Gemaire Distributors•Deerfield Beach, FL

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 partners across Sales, Operations, Marketing, Product, Data, and Technology to make digital interactions easier and more valuable and increase customer and order use of self-service channels. The Director develops and executes a multi-year digital customer experience and adoption strategy, creates programs to increase customer engagement and digital purchasing, and turns customer behavior insights into targeted regional, territory, branch, and customer actions. The role works with field and customer-facing teams to improve customer experience, equip teams with tools and training, and make digital channels the easiest way for contractors to search, quote, purchase, track, and reorder. The Director leads the business view of the customer journey and adoption of Gemaire.com, mobile, Salesforce-enabled experiences, Simple Proposal, chat and messaging, customer-facing AI, and future self-service capabilities. In partnership with Product and Technology, the Director represents customer and field needs in roadmap planning and prioritizes work based on customer value, adoption impact, revenue potential, and operational benefit. The role builds executive performance scorecards, analyzes outcomes across customer segments and commercial channels, identifies friction, and presents performance, risks, insights, and recommendations to leadership. The Director leads cross-functional initiatives, balances customer experience with commercial and operating realities, scales effective practices, and leads assigned team members and partners while building organizational capability in customer experience and adoption. Other duties may be assigned.

Requirements

Bachelor’s degree in Business, Marketing, Technology, Operations, or a related field preferred; equivalent experience may be considered.
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

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 that 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 customer behavior at scale.
Equip field teams with customer-level opportunity lists, playbooks, training, scorecards, and follow-up actions.
Design onboarding and education to make digital channels 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; prioritize based on 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.