Navan AI is creating a new category in travel: an intelligent, conversational AI concierge that supports travelers across their entire journey. We’re rebuilding the travel booking and management experience from the ground up — personal, proactive, and entirely user-centric.
We are looking for a highly technical and creative User Comms Manager to lead our communication strategy across the entire user journey. Sitting within the Marketing team and working hand-in-hand with Product, you will own how we talk to our users—from the moment they discover Navan AI to when they become power users.
This is a unique position at the intersection of Marketing, Product, Engineering, and AI. You won't just be writing copy; you will be the architect of our CRM ecosystem, building AI-driven flows that deliver deeply personalized messages based on a user’s specific lifecycle state. You are a self-starter who blends analytical rigor with a sharp eye for creative copy.
What You’ll Do:
- End-to-End Lifecycle Comms: Own the strategy and execution of all user communications across acquisition, activation, retention, and re-engagement channels.
- CRM Architecture: Act as the power user and admin for our CRM stack (e.g., Braze, Customer.io), ensuring data is flowing correctly and journeys are optimized.
- Technical Stack Management: Partner closely with Product and Engineering teams to manage and optimize our communication infrastructure and delivery tools.
- AI-Personalized Messaging: Collaborate with AI teams to design and deploy automated flows that generate personalized messages tailored to each user's unique behavior and journey stage.
- Experimentation & Optimization: Lead an aggressive A/B testing roadmap to improve key business metrics, including profitability, conversion rates, and long-term retention.
What We're Looking For:
- 3+ years of experience in lifecycle marketing or growth marketing, specifically within a high-growth B2C or product-led B2B environment.
- CRM Expert: Deep hands-on experience with advanced CRM platforms like Braze, Customer.io, or Iterative. You know how to build complex liquid-logic templates and multi-step journeys.
- Technical Proficiency: You are comfortable working with engineering teams, managing APIs, and navigating complex data schemas.
- Creative Copywriting: You have a strong sense of brand voice and creative taste. You are an expert at crafting compelling copy and do not rely on a copywriter to get the job done.
- AI Ready: You have experience with—or a deep curiosity about—leveraging AI to personalize and scale user communications.
- Analytical Mindset: Deep experience in funnel optimization and running rigorous A/B tests grounded in data.