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 Vanguards 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 theUKPIclient communications strategy through collaboration with multiple functions and within the cover servicing and journey commsalong with personalized nudges to drive clientbehaviour

• Articulate key KPIs and measure success of client comms using results topivot the strategy where needed

• Develop and execute client communication plans to supportUKPIbusinessobjectivesanddriveclientengagementincreasedsatisfactionand client value

• Developrequirementsforan integratedMarTechstack to deliver servicing comms and personalized communication across multiple channels

• Identifiesthe best media and channels for communicating effectively andengagingvarious external client audiences

• Work withMarTechteam to deliver functionalityand ensure it meets businessobjectives

• Develop a Communications Framework andserve as the primary point of contactand ultimate decision makerforallclientcommunicationsfacilitatingcomms fromUKPI Teams through a matrix structure

• Manage Communication risk and put in place effective mitigation strategies

• Coordinate withand supportClient ExperienceJourney Owners Strategy and Offer MarketingTechnologyOperations Complianceand project teams to ensureaccurateandconsistent messagingensuring the mostappropriate channelis usedto deliver seamless client experiences

• Own the Communications Calendartoensurefullvisibility of client messaging cohorts andfacilitatepriority calls whereappropriate

• Buildand own a Communications Library of allclient account communicationstoensure good governanceandtransparency

• Monitor andanalyseclient feedbackleveraginginsights to improve communication strategies and service delivery

• Manageincidentcommunications and sensitive client issues ensuring transparency and resolution

• Lead a team of two communications and support team membersand communication owners across the business todrive consistency andbest practices for client interaction and communications

• Keep up to datewithindustry trends and best practices to continuously enhance communication approaches

What it takes

• Previous experiencein a fast-paced financialservicesclient communicationsmanagementrole

• Strong background and understanding of Marketing Technology CRMandwithcommunication 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

• Strongorganisationaland 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 learnnew technologiesand 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.

Its what we stand for: value to investors.

Inclusion Statement

Vanguards 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 Vanguards 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 Vanguards 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 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 informif 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.