We are customer-obsessed in Global Operations & Service at Navan, and are always looking for ways to optimize the Travel & Expense customer experience at every step. Whether delivering exceptional service or supporting the systems, processes and people that do, we move fast to innovate and stay agile in our dynamic industry. The Centre of Excellence within Global Operations houses a variety of teams, all focused on enabling success for our GO&S colleagues.
The Communications Manager sits within the GO&S Centre of Excellence, and is responsible for ensuring every GO&S colleague is informed, valued and empowered to contribute to our success. This individual will have an interest in developing and sharing bespoke communications that bring our story to life and creatively inspire engagement. Whether the topic is product, industry, or operations-based, their focus is always on engaging our diverse audience and connecting them to the message by leveraging innovative formats and tech-forward channels.
They will work with agility to respond both proactively and reactively to communications needs, collaborate cross-functionally, and manage concurrent communication initiatives with ease. Whether as a trusted advisor or practitioner, they understand the role they play in enabling exceptional customer experiences and influence others to do the same.
What You’ll Do:
- Leadership Partnership: Partner with the GO&S leadership team to develop and ghostwrite key messages, flexing with ease from a strategic advisor to a hands-on practitioner depending on the needs of the project.
- Change Communication: Develop and execute communication plans for key change management initiatives, ensuring GO&S colleagues understand and adapt to evolving processes, tools, and organisational structures.
- Develop innovative communication strategies: Continuously explore and pilot emerging technologies to ideate and execute cutting-edge campaigns that communicate with impact.
- Create bespoke communication: Develop unique and creative communications of all types on varying timeframes using your wealth of experience.
- Communicate effectively: Create and deliver effective communications using multiple channels and methods for a variety of stakeholders, including video.
- Own and govern key GO&S communication channels (e.g., newsletters, intranet pages, dedicated Slack channels), ensuring they remain relevant, organised, and engaging.
- Intake: Proactively manage incoming communications requests and provide timely updates to stakeholders.
- Make connections: Build relationships and collaborate across teams and departments to ensure deep understanding of communications requests and their impact on GOS colleagues.
- Communicate with data: Gather and analyze data (both qualitative and quantitative) to inform decisions, recommendations, and actions, using it to tell compelling stories.
- Measure for success: Measure key performance indicators (KPIs) for communications, synthesizing and applying insights from multiple sources to adapt.
What We’re Looking For:
- Minimum 2 years of experience in internal communications or similar roles
- Minimum 2 years of experience in customer service
- Experience working in travel and/or technology industries preferred
- Demonstrated experience in change management communications is desirable.
- Excellent people-focused communicator
- Collaborative attitude, inclusive of a globally distributed and hybrid workforce (remote and in-person)
- A tech-forward and digitally fluent communicator, passionate about experimenting with new tools, platforms, and AI to create more effective and engaging employee experiences.
- A natural storyteller, able to turn complex information into compelling narratives and engaging, creative content for various audiences.
- Proficiency in video creation and editing, with experience using tools to produce polished, engaging video content.
- Expert influencer who can collaborate with global, diverse stakeholder groups
- Adaptable and able to thrive in a fast-paced, ambiguous, evolving environment
- Demonstrate a high level of ownership and accountability with limited oversight
- Exceptional analytical skills, with the capacity to analyze and utilize data to improve internal communications
- Strong organizational and time management skills
- Embody continuous learning and growth
- Focused on driving engagement