Director, Customer Data and Insights

Penske•Reading, PA

About The Position

The Director, Customer Data and Insights is a strategic, operations-focused leader responsible for defining and executing the customer data strategy, analytics function, and operational platforms that enable data-driven decision-making across Penske’s Digital Fleet organization. Reporting to the VP of Customer Experience, this role owns the vision, governance, and optimization of customer data and CRM ecosystems, ensuring the business maintains a unified, accurate, and actionable 360-degree view of the customer journey. This includes integrating and leveraging data from website engagement, marketing interactions, product usage, post-sales activities, and customer requests to deliver insights that improve customer retention, operational efficiency, revenue growth, and overall business performance. Serving as a critical partner across Customer Success, Sales, Marketing, Product, and Finance, the Director leads a team of data and business analysts and acts as the organization’s primary expert on customer data and CRM best practices. This role oversees the implementation, administration, and continuous enhancement of customer data and operational platforms, while establishing the analytics, reporting, and governance frameworks needed to identify opportunities, mitigate risk, and support strategic decision-making. As a key change agent, this leader transforms customer data into actionable insights, ensuring priorities are aligned with business objectives and enabling the organization to make informed decisions that drive sustainable growth and customer success. As a newly established leadership role within a rapidly growing digital business, this position requires an entrepreneurial builder who can create the customer data and insights function from the ground up. The successful candidate will establish strategy, governance, operating model, reporting frameworks, and technology roadmap while providing hands-on leadership and delivering immediate business impact from day one.

Requirements

10+ years of experience in CRM administration, Revenue Operations, Customer Success Operations, or analytics—preferably within a SaaS environment
Deep expertise in CRM configuration, administration, and workflow automation
At least 5 years of leadership experience with a demonstrated ability to build, develop, and manage high-performing teams

Responsibilities

Lead end-to-end implementation, administration, and continuous optimization of HubSpot CRM
Define pipeline structures, deal stages, contact properties, and lifecycle stages — built to scale
Own requirements gathering, system configuration, UAT, and go-live
Serve as the organization's primary SME on CRM best practices and platform capabilities
Coordinate third-party vendors and implementation consultants; manage timelines and deliverables
Own, develop, maintain and mature our enterprise-wide customer data strategy
Build and maintain a complete 360-degree customer data model across the CRM and other Customer Data Platforms
Integrate signals from website engagement, marketing activity, product usage, post-sales motions, and support data
Translate business objectives into data strategies that drive retention, expansion, and operational efficiency
Establish and enforce data governance standards — data integrity, compliance, and quality metrics
Own the definition, tracking, and governance of core SaaS metrics: churn, retention, NRR, expansion, and health, etc.
Design and maintain scalable dashboards and reporting frameworks for Sales, Product, CS, and Executive leadership
Deliver a monthly SaaS reporting suite that includes narrative-driven interpretation — not just numbers, but what they mean
Build and maintain a living reporting glossary: KPI definitions, business rules, and data definitions, reviewed quarterly
Analyze pipeline, lead sources, conversion funnels, and behavioral signals indicating churn risk or expansion opportunity
Partner with Revenue and Finance on forecasting and performance analysis
Build cohorts and segments based on behavioral patterns; calculate cohort-based retention and revenue metrics
Partner with CS, Sales, Marketing, Product, and Finance to standardize metrics and enable consistent enterprise-wide reporting
Develop recommendations for CRM enhancements that increase team productivity and maximize revenue
Analyze support ticket trends and customer friction points; provide insights on interventions
Coordinate with Legal, Finance, and IT to ensure all reported metrics meet compliance and audit standards
Enable data-driven decision making across the enterprise.
Build, lead, and develop a high-performing team of data and business analysts
Drive CRM adoption and data literacy across the organization — lead enablement, training, and change management
Champion a culture of data-driven decision-making from the front lines to the executive suite
Foster curiosity, accountability, and continuous improvement within the team
Other projects and tasks as assigned