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.