Director, Client Experience

About the role

This role is responsible for shaping the client journey from initial sale through successful implementation. You will lead a global team focused on ensuring our service delivery aligns perfectly with client expectations and commercial commitments. This position requires a strategic leader who can balance revenue growth with operational integrity.

Key facts

What you'll do

• Guide the pre-sales and onboarding strategy to align operational capabilities with client needs from pitch to launch.
• Direct a team of Senior Managers overseeing pre-sales solutions and implementation.
• Collaborate with Sales and Commercial leaders to integrate operational expertise into sales pitches as a key differentiator.
• Establish clear guidelines for engagement and improve client time-to-value.
• Manage executive escalations for complex, high-value global deals and implementation challenges.
• Partner with Sales and Customer Success to provide clear and accurate information about our support offerings.
• Design and implement process improvements to accelerate client onboarding.
• Develop and monitor key performance indicators for the pre-sales and implementation phases.
• Ensure new clients achieve service level agreements from day one.
• Protect operational capacity by providing data-driven insights on scope and service tiers.

Requirements

• 8-10 years of progressive leadership experience in client experience, revenue operations, global implementation, or technical onboarding, ideally within corporate travel.
• Proven ability to lead multi-regional teams and manage complex, cross-functional initiatives across different geographic areas.
• Strong executive presence, communication, negotiation, and relationship-building skills.
• Demonstrated ability to think strategically and independently, with sound judgment in dynamic environments.
• Advanced analytical skills and experience using data and business intelligence to influence decisions and protect operational margins.

Nice to have

• Experience within the corporate travel technology sector.

Skills & tools

• Data analysis and business intelligence tools.
• Project management methodologies.
• Cross-functional collaboration.
• Executive communication and negotiation.

Practical notes

• Navan offers a comprehensive benefits program including healthcare, insurance, retirement savings, equity participation, flexible time off, and parental leave.
• This role is tied to an office work policy, requiring four days in the office per week.
• Navan is an equal opportunity employer committed to diversity and inclusion.
• Reasonable accommodations are provided for individuals with disabilities during the application process.