Head of Client Communications

St. James's Place; Greater London; Hybrid; GBP 90,000 - 140,000; Full time

Benefits offered by this job

28 days annual leave

Private Medical Insurance

Pension scheme (10-15%)

Parental leave

Critical illness cover

EV salary sacrifice (Tusker)

Job summary

St. James's Place in London is seeking a highly experienced Head of Client Communications to lead the expansion of client-facing communications across the business.

You'll translate complex investment, regulatory and product information into clear, compliant client letters, notices and templates, while shaping governance, tone of voice and standards in partnership with stakeholders across Communications, Investments, Product and Compliance.

Qualifications

• Significant experience delivering client, consumer or regulatory communications within financial services.
• Ability to translate complex regulatory/investment information into clear client communications.
• Strong understanding of Consumer Duty and regulatory communication governance processes.

Responsibilities

• Lead development and delivery of client communications across key initiatives and client-facing activities.
• Translate complex investment, regulatory and business information into clear and accessible communications for clients.
• Write, review and approve client letters, shareholder notifications, FAQs, adviser communications and client-facing templates.
• Develop and maintain communication frameworks, tone of voice standards, style guides and governance processes.
• Lead communications activity relating to client retention initiatives, helping reinforce value and improve client confidence during periods of change.
• Oversee communications associated with fund changes, adviser movements, operational updates and regulatory requirements.
• Partner closely with stakeholders across Communications, Investments, Product, Proposition, Operations and Compliance to deliver coordinated messaging.
• Identify opportunities to improve consistency, clarity and effectiveness across all client communications.

Skills

Regulatory communications

Stakeholder management

Financial services communications

Customer communications

Job description

Are you ready to chart your own career path? With our refreshed strategy, we’re building on our rich heritage and transforming our business to be more scalable and efficient, unlocking the capabilities needed for future success. This includes significantly investing in technology, streamlining the way we work and creating an environment where colleagues feel engaged, empowered and accountable; where they can show up, speak up and perform - because we believe in the difference our work makes.

At a glance

Location: London - Paddington and Lombard Street

Workplace Type: Hybrid

Employment Type: Permanent

Seniority: Mid-Senior Level

About The Role

We're looking for a highly experienced communications professional to join us as Head of Client Communications. This is a newly created role, reflecting the significant growth in client communications activity across the business.

Whilst the role provides oversight of client communications across the organisation, this is not a traditional communications strategy or content marketing position. We're looking for a practical, hands-on communicator who thrives on turning complex regulatory, investment and business information into clear, customer-focused communications. Working closely with colleagues across Communications, Marketing and the Investment Directorate, you'll play a key role in shaping, creating and governing the communications our clients receive, ensuring they are clear, consistent, compliant and aligned to positive customer outcomes.

What You'll Be Doing

• Lead the development and delivery of client communications across a wide range of business-critical initiatives and client-facing activities.
• Translate complex investment, regulatory and business information into clear and accessible communications for clients.
• Write, review and approve client letters, shareholder notifications, FAQs, adviser communications and client-facing templates.
• Develop and maintain communication frameworks, tone of voice standards, style guides and governance processes.
• Lead communications activity relating to client retention initiatives, helping reinforce value and improve client confidence during periods of change.
• Oversee communications associated with fund changes, adviser movements, operational updates and regulatory requirements.
• Partner closely with stakeholders across Communications, Investments, Product, Proposition, Operations, Risk and Compliance to deliver coordinated messaging.
• Identify opportunities to improve consistency, clarity and effectiveness across all client communications.
• Establish and maintain appropriate approval processes and communication governance frameworks.
• Use client insight and feedback to improve communication outcomes and customer understanding.
• Represent the client perspective in business discussions, ensuring communication impacts and risks are considered in decision-making.
• Support communications during sensitive market, regulatory or operational events, helping maintain trust and confidence.

About You

You'll be a highly organised and commercially aware communications professional with experience operating within a regulated financial services environment. Comfortable navigating complex stakeholder groups and competing priorities, you'll combine strong regulatory awareness with the ability to simplify technical information into communications that customers can easily understand. Most importantly, you'll be a hands-on doer who enjoys owning the detail, improving processes and delivering high-quality communications rather than operating solely at a strategic level.

Essential Criteria

• Significant experience delivering client, consumer or regulatory communications within financial services, wealth management, asset management, insurance or a similarly regulated environment.
• Proven ability to translate complex technical, regulatory or investment-related information into clear, accurate and customer-focused communications.
• Strong understanding of regulatory communications requirements, Consumer Duty principles and communication governance processes.
• Excellent stakeholder management skills, with the ability to influence, challenge and work effectively across multiple teams and seniority levels.

Desirable Criteria

• Experience developing communication standards, approval frameworks, style guides or governance processes.
• Previous experience within wealth management, asset management, investment platforms, financial advice businesses, financial PR or investment communications.

Location

This is a London-based hybrid role, with regular time spent across our Paddington and Lombard Street offices.

What's in it for you?

Whatever stage of life you're in, our benefits are designed to provide the support, flexibility, and peace of mind you need to thrive both at work and beyond.

In addition to our discretionary annual bonus scheme, which reflects both individual and company performance, you'll benefit from a market-leading benefits package tailored to support your wellbeing, financial security, and family life.

Benefits

• 28 days' annual leave plus bank holidays, with the option to purchase up to 5 additional days.
• Private Medical Insurance – company-funded cover for you and your immediate family
• Generous Pension Scheme – a non-contributory employer contribution of 10%, increasing with length of service up to 15%, plus the opportunity to increase this through salary sacrifice
• Enhanced Parental Leave – up to 26 weeks' full pay to support growing families.
• Protection Benefits – company-funded critical illness cover, income protection, and life assurance
• EV salary sacrifice scheme through Tusker

Reasonable Adjustments

We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, if you require reasonable adjustment(s) at any stage please let us know by emailing us at [e-mail]

Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career-break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box.

As a business regulated by the FCA we would advise you to familiarise yourself with the conduct regulations and in particular consumer duty obligations prior to an interview with SJP.