Director of Digital Customer Experience & Adoption

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 converts Watsco and Gemaire’s advanced digital capabilities into measurable customer behavior, revenue growth, loyalty, and operating productivity.

This 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 while increasing customer and order use of self-service channels.

Duties and Responsibilities

• Digital Customer Experience & Adoption Strategy
• 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; translate insights into targeted regional, territory, branch, and customer actions.
• Sales, Branch & Customer Engagement
• 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.
• Customer Journey & Capability Adoption
• 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 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.
• Analytics & Performance Management
• 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.
• Change Leadership
• Lead cross-functional initiatives with clear outcomes, owners, milestones, communications, and measurable benefits.
• Balance customer experience with margin, fulfillment, service, and branch realities; scale proven practices across regions.
• Lead assigned team members and partners and build customer-experience and adoption capability across the organization. In addition to the above responsibilities, this individual is held accountable for all other duties as assigned. Required Qualifications
• 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 Preferred Qualifications
• 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. EEO Statement Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color , race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.