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Monro, Inc. · 3 days ago

Senior Director Front Office IT

United States

Full-time

Remote

Director/Executive

$165K/yr - $185K/yr

10+ years exp

Monro, Inc. is seeking a Senior Director Front Office IT to define and execute the technology strategy for front-office applications that enhance customer experience. The role involves partnering with various business leaders to translate strategies into technology solutions and overseeing digital platform modernization and vendor management.

AutomotiveConsultingFleet ManagementRetailService Industry

Responsibilities

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

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

Manage vendor contracts for all software & outside services within the Front Office application portfolio

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

Directly manage senior managers and application leaders across front-office domains

Ability to understand vendor upgrade road maps and how changes may impact the business

Maintain ongoing knowledge of industry trends to ensure the company is leveraging the right solutions to meet evolving business & IT needs

Ability to build, mentor, and retain high-performing technical teams

Deep expertise in CRM (e.g., Salesforce, Microsoft Dynamics), marketing automation, eCommerce platforms, and customer engagement tools

Experience driving digital transformation initiatives, including mobile and omnichannel solutions

Experience with all aspects of financial management

Consistently and prudently manage finances as per established standards, budgets and risks/opportunities

Demonstrated capability and background in vendor management, application lifecycle management, and integration strategies

Capable of balancing near-term delivery with long-term vision and innovation

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.)

Qualification

CRM expertiseDigital transformationVendor managementApplication lifecycle managementFinancial managementAgile methodologiesCloud solutionsStakeholder managementLeadership skillsCommunication skills

Required

Bachelor's 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