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 Mar Tech 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 Mar Tech 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

What it takes

• 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

Special Factors

• 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)

Why Vanguard?

Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients.

This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments.

It's what we stand for: value to investors.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Our commitment to equal employment opportunity

Vanguard is an equal opportunity employer. Vanguard is committed to providing all crew members a working environment that is free from discrimination, prejudice and bias. Through this Equal Employment Opportunity (EEO) Policy, Vanguard reaffirms its commitment to equal employment opportunity for all applicants and crew members without regard to race, color, national origin or ancestry, religion, gender, sex, sexual orientation, gender identity or expression, age, disability, marital status, veteran or military status. In addition, Vanguard prohibits discrimination based on genetic information, as well as any other characteristic protected by federal, state or local law.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Vanguard. Please inform careers@vanguard.com if you need assistance completing this application or to otherwise participate in the application process.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.