The posting
Navan Concierge is a pillar of Navan Signature, a business unit within Navan focused on solving the complex, personal and high-touch needs of our clients. In addition to Concierge, Navan Signature spans Premier (premium corporate travel for professional-services firms), Events (bringing people together through on-platform booking and offline event management), and Specialty (bespoke offerings for niche sectors).
Today, Navan Concierge is an elite team servicing the personal and professional travel requirements of UHNW individuals, their families and family offices. We’re looking for an exceptional leader to expand the current white-glove service across Navan’s client base, doubling the business in year one and contributing to enterprise retention by becoming indispensable to our most influential travelers.
Over the next three years as SVP, Navan Concierge, you will build and execute a strategy to transform Navan Concierge into the leading lifestyle concierge marketplace. Operating as a start up within a leading travel technology company, you will partner with the sharpest minds in travel technology and service to deliver the commercial strategy, partnerships and product for true competitive advantage.
This role will suit a high energy builder: an execution-focused leader who gets things done at pace, influences across functions, adapts quickly, is P&L fluent and holds themselves to exceptional standards.
Key Responsibilities
P&L & Strategy Execution
- Own Navan Concierge’s full P&L, keeping the business profitable and maintaining current margins while it scales in year one.
- Set and execute the multi-year business strategy, commercial proposition, operating model and go-to-market plan; develop an investment plan covering the people, product, technology, supplier and service capabilities required to deliver it.
- Establish clear measures for GBV, revenue, profitability, margin, attachment, service quality and client outcomes. Assess Concierge’s contribution to enterprise stickiness by tracking renewal and churn trends among enterprise customers using the service.
Core Business Strategy: Growth Through Navan Signature
- Grow Concierge through attachment across Navan’s existing client base, identifying UHNW individuals, executives, founders, board members, their families and family offices whose personal, household or family-office travel needs fit the proposition.
- Position Concierge as a distinct Navan Signature proposition that strengthens enterprise relationships and retention, complements corporate travel, and brings a more joined-up service experience to clients and their families.
Commercial & Business Model Design
- Define the commercial model, including membership structures, invite-only access, minimum spend thresholds, service fees and the unit economics required to sustain an attractive margin.
- Assess the case for extending Concierge through independent-contractor advisors, including the investment, commercial, service, compliance and go-to-market models required to scale.
Product, Content & Marketplace Innovation
- Partner with Product and Engineering leaders to shape the capabilities needed while aligning investment with Concierge’s service model, client needs and business case.
- Develop supplier and partner strategies that deliver differentiated access, service recovery and value across luxury hotels, private aviation, villas, ground transport, destination services and other relevant categories.
- Set the service principles, quality measures, escalation paths and operating standards that combine effective technology with exceptional human support, discretion and responsiveness.
- Success is a platform-enabled model that attracts the world’s best independent travel consultants, giving them the competitive edge to surpass expectations of the world’s most demanding travelers.
Talent Acquisition & Team Leadership
- Build the team and leadership capacity to double the currently small scale Concierge business in year one, recruiting and developing the concierge professionals needed to grow while preserving service quality and current margins.
- Where the independent-advisor opportunity is validated, define a compelling value proposition and talent model that complements the core Concierge team and business.
- Lead alignment with Navan Signature and executive peers across Sales, Account Management, Product, Operations, Supplier Relations, Technology, Finance and Legal, securing support for the agreed investment plan and growth priorities.
Candidate Qualifications
- Business leadership: Proven experience building, running and scaling a business or business line, with clear accountability for a P&L and evidence of delivering profitable growth.
- Financial leadership: Demonstrated ability to manage revenue, cost, margin and investment trade-offs; grow a profitable business while protecting service quality and making sound longer-term investment decisions.
- Industry Networks: Deep relationships with top travel advisors, luxury hotel groups, private aviation providers, and destination management companies (DMCs).
- Strategy and investment: Proven ability to set a multi-year strategy, build an evidence-based investment plan, size growth opportunities and make disciplined build, partner and scale decisions.
- Executive leadership: Track record of influencing senior cross-functional peers and leading teams through growth, including Product and Engineering partnerships to deliver differentiated client experiences.
- Location Flexibility: Based in or willing to work out of London, New York City, or San Francisco.
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
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