The Director, Digital Success is responsible for ensuring AD members realize measurable value from AD eCommerce Solutions. This role leads the member success strategy across participating distributors, with accountability for member engagement, adoption, satisfaction, retention, and growth.
The Director, Digital Success serves as a trusted advisor to member leaders, helping them advance their digital capabilities, maximize the value of AD's product content and eCommerce solutions, and identify opportunities to improve their digital performance. The role also leads the Digital Success team and represents the voice of the member in the ongoing development of AD's eCommerce offerings.
Primary Responsibilities:- Member Success & Relationship Management: Build strong relationships with participating members and serve as a senior point of contact and advisor. Understand member business objectives, digital maturity, challenges, and opportunities to help them realize greater value from AD eCommerce Solutions.
- Adoption & Value Realization: Drive member adoption and effective use of AD eCommerce capabilities, including product content, data automation, digital tools, and related services. Help members translate these capabilities into measurable business value.
- Engagement & Retention: Monitor member engagement, satisfaction, utilization, and retention. Identify members requiring additional support and lead strategies to strengthen engagement and address challenges.
- Member Onboarding: Oversee a consistent onboarding experience for new program participants, ensuring members understand available capabilities, required processes, data requirements, and opportunities to accelerate value.
- Voice of the Member: Gather member feedback and insights to identify opportunities for program improvement. Partner with eCommerce leadership and cross-functional teams to incorporate member needs into priorities, enhancements, and future capabilities.
- Team Leadership: Lead and develop the Digital Success team responsible for member enablement, engagement, adoption, and support. Establish clear priorities, measures of success, and consistent approaches across the member experience.
- Cross-Functional Leadership: Partner with AD Divisions, Member Engagement, Product Content, technology teams, and external service providers to coordinate member initiatives and resolve issues affecting member success.
- Performance & Operations: Establish and monitor key measures of member success, including engagement, adoption, satisfaction, retention, and program value. Oversee applicable member billing and service-provider processes.
- Industry Leadership: Maintain awareness of B2B eCommerce, digital distribution, product content, and industry best practices. Represent AD eCommerce Solutions with members, advisory groups, and at relevant industry events.
Requirements
- Strong relationship-building and consultative skills.
- Ability to translate complex digital concepts into clear business value.
- Strong communication, facilitation, and presentation skills.
- Ability to connect business needs with technology and operational solutions.
- Strong leadership skills with the ability to develop teams and work effectively across functions.
- Self-directed, proactive, and comfortable operating in a fast-paced environment.
Qualifications:- 8+ years of experience in eCommerce, digital strategy, product content, PIM, customer/member success, or a related field.
- Bachelor's degree in Communications, Business, Marketing, or a related field is preferred
- Demonstrated experience leading customer or member relationships and large-scale digital initiatives.
- Strong leadership, project management, relationship management, and change management skills.
- Experience with CRM platforms such as Salesforce and digital/eCommerce technology platforms preferred.
- Experience with B2B distribution, product content, web development, SEO, or digital commerce is preferred.
Additional Comments:- Ability to travel up to 25%
- Position is based in Wayne, PA where we have a hybrid work schedule with 3 days in the office (Tuesdays-Thursdays & Mondays and Fridays remote)
