Director of Digital Experience (Hybrid)

Director Of Digital Experience

*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:
We're 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 that's our customers, partners, or each other. If you're passionate about growing, collaborating, and making a difference, you'll feel right at home here.
Our Core Values:
Wow 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 isn't just about achieving more; it's about evolving personally and professionally, transforming at every opportunity.
Do Right:

It's not just good ethics to do the right thing; it's good business. We uphold the highest integrity, and we do the right thing even when it's hard. Why? Because trust is our most important currency.
Value People:

We come from a range of backgrounds, affiliations, and experiences. We honor everybody's 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 Keystone's 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 Ownership
Own the vision, roadmap, and long-term strategy for Keystone's website, app, e-commerce experience, and customer portal
Serve as the product owner of the platform, managing a prioritized backlog of initiatives based on business impact and customer needs
Translate business goals, customer insights, and market trends into clear execution plans
Benchmark industry leaders and continuously evolve the platform to keep Keystone ahead of the market
Balance short-term improvements with longer-term platform innovation
Deliver an exceptional, easy, and intuitive user experience across all digital touchpoints
Lead UX/UI strategy, including navigation, site architecture, mobile optimization, and overall usability
Build formal and informal customer feedback loops through surveys, interviews, customer interactions, sales team input, support data, and analytics
Identify friction points in the customer journey and turn those insights into prioritized improvements
Drive conversion rate optimization (CRO) through testing, analytics, and experimentation
Own the effectiveness of search, product discovery, and content findability
Lead development and optimization of core digital capabilities, including:
Online ordering and customer-specific pricing
Quoting, approvals, and order management
Inventory visibility and tracking
Returns and post-sale support workflows
Secure payments and account management
Upsell, cross-sell, and promotional experiences
Other pre-sale and post-sale value-added activities
Expand self-service capabilities that reduce friction and increase customer adoption
Ensure the portal becomes a preferred engagement channel for customers and a meaningful extension of the Keystone customer experience
Identify and prioritize opportunities to integrate AI into the website and portal experience
Explore 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 tools
Partner with internal teams and external vendors to evaluate, test, and scale AI solutions
Partner closely with IT to deliver and maintain seamless integration with ERP, CRM, marketing automation, and other internal systems
Ensure data accuracy, consistency, and governance across all connected platforms
Drive platform performance, including speed, uptime, security, and scalability
Support platform architecture decisions and future technology evolution
Help bridge business needs and technical execution to ensure solutions are both effective and practical
Establish and enforce a clear governance model including roles, responsibilities, and decision rights
Define and manage development lifecycle, release cadence, prioritization processes, and quality standards
Own site performance, uptime, and reliability, including incident response and continuous improvement
Ensure content quality, consistency, and alignment with brand standards
Create clear operating rhythms that keep stakeholders informed and aligned
Define and monitor a clear set of KPIs and dashboards tied to customer behavior and business outcomes
Analyze performance across traffic, engagement, search behavior, conversion, portal adoption, self-service usage, and customer satisfaction
Use data, customer feedback, and business input to identify opportunities and prioritize enhancements
Regularly present performance, insights, and recommendations to leadership
Build a culture of test-and-learn, where improvements are continuously measured and refined
Lead and manage external agency, development, and technology partners
Drive alignment across Marketing, IT, Sales, Customer Service, Product, and Leadership
Ensure strong collaboration with internal stakeholders to deliver integrated outcomes
Influence teams across the organization without always owning direct resources
Build and develop a high-performing digital capability over time
Provide leadership, direction, and development support to the Digital Marketing Strategist, ensuring alignment between day-to-day digital marketing execution and the broader digital experience strategy
What You Bring:
Bachelor's degree required; MBA or advanced degree preferred
812+ years of experience leading digital experience, web platforms, e-commerce, customer portal, or product management initiatives
Proven track record of improving user experience, digital adoption, and business performance
Experience operating in cross-functional environments involving Marketing, IT, customer-facing teams, and commercial