Director of Digital Customer Experience & Adoption

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.

• 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.