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.