Senior Director – Front Office IT

Job Description

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 Monro’s 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 $165,000 - $185,000 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:

• 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.
• 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 we’re 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.