Client Communications Manager

The Role

The Client Communications Manager is responsible for developing, implementing, and overseeing effective communication strategies for Vanguard UK Personal Investor Clients.

This role ensures that all client communications reflect Vanguard's values, support client needs, drive regulatory adherence and progress business objectives. Client communications should foster loyalty and advocacy and help cut the complexity of investing.

The ideal candidate is a skilled communicator and strategic thinker, who can manage multiple projects, collaborate with internal teams, and deliver clear, impactful messaging that enhances the client experience.

In this role you will

• Develop the UKPI client communications strategy, through collaboration with multiple functions and within the CX org. To cover servicing and journey comms along with personalized nudges to drive client behaviour
• Articulate key KPIs and measure success of client comms, using results to pivot the strategy where needed
• Develop and execute client communication plans to support UKPI business objectives and drive client engagement, increased satisfaction and client value
• Develop requirements for an integrated MarTech stack to deliver servicing comms and personalized communication across multiple channels
• Identifies the best media and channels for communicating effectively and engaging various external client audiences
• Work with MarTech team to deliver functionality and ensure it meets business objectives
• Develop a Communications Framework and serve as the primary point of contact and ultimate decision maker for all client communications, facilitating comms from UKPI Teams through a matrix structure
• Manage Communication risk and put in place effective mitigation strategies
• Coordinate with and support Client Experience Journey Owners, Strategy and Offer, Marketing, Technology, Operations , Compliance and project teams to ensure accurate and consistent messaging, ensuring the most appropriate channel is used to deliver seamless client experiences
• Own the Communications Calendar to ensure full visibility of client messaging, cohorts and facilitate priority calls, where appropriate
• Build and own a Communications Library of all client account communications to ensure good governance and transparency
• Monitor and analyse client feedback, leveraging insights to improve communication strategies and service delivery
• Manage incident communications and sensitive client issues, ensuring transparency and resolution
• Lead a team of two communications specialists. Train and support team members and communication owners across the business to drive consistency and best practices for client interaction and communications
• Keep up to date with industry trends and best practices to continuously enhance communication approaches

• Previous experience in a fast-paced financial services client communications management role
• Strong background and understanding of Marketing Technology, CRM and with communication platforms
• Exceptional written and verbal communication skills
• Strong interpersonal skills and the ability to collaborate and build rapport and work effectively in a matrix structure
• Strong organisational and project management abilities
• Ability to handle confidential information and sensitive issues with discretion
• Demonstrated problem-solving skills and a client-focused mindset
• Adaptability and willingness to learn new technologies and communication methods

• Vanguard is not offering visa sponsorship for this position
• This is a hybrid position and would require you to work in the office 3 days per week (Tuesday, Wednesday & Thursday)