Overview
On Site
Depends on Experience
Full Time
Skills
Sr. Director of Front Office
Job Details
Job title: Sr. Director of Front Office
Location: Rochester,NY - Onsite
Fulltime
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
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
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
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.).
Regards,
Vinay Ram (Direct) Desk: Suwanee, GA - 30024 An MBE & eVerify Company |
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