Senior Director – Front Office IT

Job Summary:

The Senior Director IT Applications Front Office is responsible for leading the strategy delivery and optimization of customer-facing applications that drive revenue growth customer engagement and digital experiences. This role oversees platforms that support sales marketing eCommerce CRM customer service digital channels and the data and analytics platform ensuring solutions are scalable integrated and aligned with business goals. Partnering closely with business leaders and IT peers this role ensures front-office technology enables a seamless customer journey and supports Monros long-term growth strategy. 

• Key solution areas include (not limited to):  
• CRM Systems   
• Customer Experience & Digital Channels  
• Store Operations Applications and Point of Sale (POS)   
• Analytics & Reporting platform  
• Advanced Analytics/Machine Learning 

Compensation:  The salary range for this role is $165000 - $185000 annually.  This role is eligible for additional compensation and incentives.  Pay will be determined based on experience level. 

Essential Functions:

• Define and execute the technology strategy for front-office applications that enable the customer experience 
• Partner with (Sales & Marketing Merchandizing Customer Service and Store Operations etc.) leaders to understand business strategy priorities and roadmap and translate them into technology solutions 
• Provide leadership for digital platform modernization and transformation efforts 
• Drive the delivery and ongoing optimization of digital customer experiences ensuring applications are user-friendly integrated and support business needs 
• Oversee vendor partnerships platform roadmaps and contracts for front-office technology solutions; including vendor selection make vs buy analysis 
• Ensure alignment of front-office applications with enterprise architecture data security and integration standards 
• Lead teams responsible for application development integration and support fostering an agile and customer-focused culture 
• Establish governance and best practices for application lifecycle management upgrades and continuous improvement. 
• Drive data and analytics teams to enable insights into customer behavior sales performance and marketing effectiveness 
• Maintain ongoing knowledge of industry trends to ensure the company is leveraging the right solutions to meet evolving business & IT needs 
• Ensure proactive monitoring and management of the applications and integration environments 
• Vendor management and oversight which includes partnerships to ensure vendors deliver to established objectives scope timelines costs SLAs 
• Understand vendor upgrade road maps and how changes may impact the business 
• Manage vendor contracts for all software & outside services within the Front Office application portfolio 
• Consistently and prudently manage finances as per established standards budgets and risks/opportunities 
• Ensure compliance with data privacy PCI and other relevant regulatory requirements and support SOX PCI and other audits 
• Support M&A initiatives including evaluation and integration of customer-facing technologies

Leadership & Management 

• Directly manage senior managers and application leaders across front-office domains 
• Build mentor and retain high-performing technical teams 
• Balance near-term delivery with long-term vision and innovation 

Qualifications :

Education and Experience:

• Bachelors degree in Information Technology Computer Science Business or related field; advanced degree preferred.  
• 10 years of progressive IT leadership experience with a focus on customer-facing and front-office applications. 
• Retail/POS experience is a PLUS. 

Knowledge & Skills:

• Demonstrated leadership capability and success in leading teams
• Directly manage senior managers and application leaders across front-office domains 
• Ability to build mentor and retain high-performing technical teams 
• Capable of balancing near-term delivery with long-term vision and innovation  
• Deep expertise in CRM (e.g. Salesforce Microsoft Dynamics) marketing automation eCommerce platforms and customer engagement tools. 
• Ability to drive digital transformation initiatives including mobile and omnichannel solutions.  
• Experience with all aspects of financial management. 
• Strong background in vendor management application lifecycle management and integration strategies.  
• Excellent leadership communication and stakeholder management skills with the ability to influence at senior levels. 
• Ability to communicate clearly and concisely to executive management 
• Knowledge of Agile methodologies DevOps practices and cloud solutions (Oracle Cloud AWS Azure Salesforce Cloud etc.). 

Work Environment & Physical Requirements:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers phones photocopiers scanners and fax machines. Position requires incumbent to see read hear speak reach bend sit/stand for prolonged periods of time at a desk and working on a computer. Ability to work weekends and holidays as needed.

Additional Information :

Benefits  

• Health Insurance  
• Dental Insurance 
• 401K Retirement Plan with Company Match 
• Paid vacation 
• Paid Holidays 

Your next Destination!

Growth Opportunity:

At Monro were committed to helping our teammates grow their career through the combination of coursework demonstrating leadership skills and open opportunities. Our teammates receive on-the-job training company sponsored certifications as well as course curriculum in Monro University that empowers them to advance to the next level of their careers.

Monro Inc. is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.

Remote Work :

No

Employment Type :

Full-time