Director of Digital Experience (Hybrid)

*This is a hybrid position. Please do not apply unless you are local to our office in Lansdale, PA.*About Keystone Technologies:Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area. A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy."Who We Are:Were not your typical lighting company and we like it that way. At Keystone, we move fast, think big, and challenge the status quo to deliver on our promise of Light Made Easy. Our team thrives on new ideas, supports one another, aims high, works hard, and laughs often. And we always put people first whether thats our customers, partners, or each other. If youre passionate about growing, collaborating, and making a difference, youll feel right at home here.Our Core ValuesWow Customers: Every interaction is an opportunity to show how much we care and appreciate all our customers, internal and external, so we create unique experiences that go above and beyond their expectations.Grow Passionately: We embrace growth through creativity, curiosity, and an eagerness to learn. Our work isnt just about achieving more; its about evolving personally and professionally, transforming at every opportunity.Do Right: Its not just good ethics to do the right thing; its good business. We uphold the highest integrity, and we do the right thing even when its hard. Why? Because trust is our most important currency.Value People: We come from a range of backgrounds, affiliations, and experiences. We honor everybodys story and build lifelong relationships, whether with colleagues, customers, or partners, because to reach our fullest potential means empowering people to thrive.Challenge Convention: We refuse to blindly accept the status quo. With agility, courage, and tenacity, we continuously improve asking tough questions, looking beyond surfaces, and not stopping to rest on our accomplishments.What we offer:Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan with company match, paid time off, and philanthropic opportunities.The Opportunity:The Director of Digital Experience serves as the single-threaded owner of our website ecosystemencompassing our marketing presence, B2B e-commerce platform, recruiting experience, and customer portal. This role is not about maintaining a website. It is about building a best-in-class digital platform that becomes a competitive advantagedelivering a seamless, intuitive, high-performing experience that makes Keystone the easiest partner to do business with online.This role operates at the intersection of Marketing, IT, AI, Sales, Customer Experience, and Product, owning the strategy, roadmap, and execution of a modern digital platform that integrates deeply with Keystones ERP, CRM, and marketing systems. The Director of Digital Experience leads projects utilizing both internal and external resources to continuously elevate our digital capabilities. This role also provides leadership and direction to the Digital Marketing Strategist, helping align digital marketing execution with the broader digital experience strategy.This role will also own the ongoing effort to understand customer behavior, gather feedback, identify friction points, and turn those insights into meaningful improvements. This role will make it easier for customers to get what they need at their fingertipsand will help define how AI can enhance and personalize that experience.Your Impact:Digital Strategy & Product OwnershipOwn the vision, roadmap, and long-term strategy for Keystones website, app, e-commerce experience, and customer portalServe as the product owner of the platform, managing a prioritized backlog of initiatives based on business impact and customer needsTranslate business goals, customer insights, and market trends into clear execution plansBenchmark industry leaders and continuously evolve the platform to keep Keystone ahead of the marketBalance short-term improvements with longer-term platform innovation Customer Experience, Research & UX ExcellenceDeliver an exceptional, easy, and intuitive user experience across all digital touchpointsLead UX/UI strategy, including navigation, site architecture, mobile optimization, and overall usabilityBuild formal and informal customer feedback loops through surveys, interviews, customer interactions, sales team input, support data, and analyticsIdentify friction points in the customer journey and turn those insights into prioritized improvementsDrive conversion rate optimization (CRO) through testing, analytics, and experimentationOwn the effectiveness of search, product discovery, and content findability E-Commerce & Customer Portal CapabilityLead development and optimization of core digital capabilities, including:Online ordering and customer-specific pricingQuoting, approvals, and order managementInventory visibility and trackingReturns and post-sale support workflowsSecure payments and account managementUpsell, cross-sell, and promotional experiencesOther pre-sale and post-sale value-added activitiesExpand self-service capabilities that reduce friction and increase customer adoptionEnsure the portal becomes a preferred engagement channel for customers and a meaningful extension of the Keystone customer experience AI-Enabled Customer ExperienceIdentify and prioritize opportunities to integrate AI into the website and portal experienceExplore and implement AI-driven capabilities such as:Smarter site search, guided product discovery, personalized recommendations, self-service support and chat experiences, automated content assistance, customer-specific insights or predictive toolsPartner with internal teams and external vendors to evaluate, test, and scale AI solutionsStay current on emerging AI and digital experience trends, bringing forward practical use cases that improve customer outcomes and business performance Platform Integration & Technical PartnershipPartner closely with IT to deliver and maintain seamless integration with ERP, CRM, marketing automation, and other internal systemsEnsure data accuracy, consistency, and governance across all connected platformsDrive platform performance, including speed, uptime, security, and scalabilitySupport platform architecture decisions and future technology evolutionHelp bridge business needs and technical execution to ensure solutions are both effective and practical Website Governance, Reliability & OperationsEstablish and enforce a clear governance model including roles, responsibilities, and decision rightsDefine and manage development lifecycle, release cadence, prioritization processes, and quality standardsOwn site performance, uptime, and reliability, including incident response and continuous improvementEnsure content quality, consistency, and alignment with brand standardsCreate clear operating rhythms that keep stakeholders informed and aligned Analytics, Performance & Continuous ImprovementDefine and monitor a clear set of KPIs and dashboards tied to customer behavior and business outcomesAnalyze performance across traffic, engagement, search behavior, conversion, portal adoption, self-service usage, and customer satisfactionUse data, customer feedback, and business input to identify opportunities and prioritize enhancementsRegularly present performance, insights, and recommendations to leadershipBuild a culture of test-and-learn, where improvements are continuously measured and refined Vendor, Cross-Functional & Team LeadershipLead and manage external agency, development, and technology partnersDrive alignment across Marketing, IT, Sales, Customer Service, Product, and LeadershipEnsure strong collaboration with internal stakeholders to deliver integrated outcomesInfluence teams across the organization without always owning direct resourcesBuild and develop a high-performing digital capability over timeProvide leadership, direction, and development support to the Digital Marketing Strategist, ensuring alignment between day-to-day digital marketing execution and the broader digital experience strategyWhat you bring:Bachelors degree required; MBA or advanced degree preferred812+ years of experience leading digital experience, web platforms, e-commerce, customer portal, or product management initiativesProven track record of improving user experience, digital adoption, and business performanceExperience operating in cross-functional environments involving Marketing, IT, customer-facing teams, and commercial leadersExperience gathering and translating customer feedback into meaningful digital improvementsExperience managing platform integrations with ERP, CRM, marketing automation, and related systemsExperience managing external partners and complex projectsStrong understanding of UX principles, customer journey mapping, and digital optimizationStrong understanding of CMS platforms, e-commerce systems, customer portals, and web analytics toolsFamiliarity with AI-enabled digital tools and a strong interest in applying AI to improve customer experienceData-driven mindset with strong analytical, prioritization, and problem-solving skillsUphold and implement Keystones Core Values, consistently aligning actions and decisions that reflect the core principlesPlease note that we do not accept unsolicited resumes from recruiters or employment agencies.Department: Strategic Growth Location: Lansdale, PA