Operational Sales Manager (Outbound Contact Centre Team - Retail) in Watford

At the heart of everything we do is our vision to change lives every day, and our mission to grow The National Lottery responsibly and champion its impact. We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across the USA and Europe. While the main contribution of The National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do.

Join us as we embark on a once-in-a-lifetime, large-scale transformation journey by creating a National Lottery that delivers more money to good causes.

A bit about the role:

The Operational Sales Manager is a senior leader within Customer and Retail Care (C&RC). The role holds strategic and operational accountability for the Operational Sales Team (OST), who deliver outbound contact and engagement with our retail network in support of commercial growth, brand and event activation, responsible play and regulatory commitments. The Operational Sales Manager plays a pivotal role in shaping and implementing the retail contact strategy, partnering closely with Retail Sales, National Accounts, Brand Activations and Regulatory teams. As a senior leader within C&RC, they also have accountability in leading and delivering the C&RC strategy and key initiatives across the department.

What you’ll be doing:

• Lead the design, delivery and evolution of the retailer outbound voice contact strategy, ensuring it aligns with the Retail Sales strategy, commercial objectives, brand priorities and responsible play commitments.
• Work closely with the Retail Sales team to focus on the retailer segmentation model, supporting growth through targeted contact.
• Consistently deliver the retail service principles and agreed service outcomes – retailer satisfaction and ease KPI’s.
• Using retailer data and insight to continually improve the service experience.
• Act as the subject matter expert for outbound retail engagement, advising senior leaders and cross functional partners on contact optimisation, commercial opportunities and retailer performance insights and operational feasibility.
• Build strong stakeholder relationships across all retail functions, external partners, including supporting and alignment with the Concierge Service team to maximise operational and commercial opportunities.
• Lead the OST function, developing capability, performance and engagement of Team Managers and their teams.
• Continually seek operational improvement, maximising technology and AI/automation opportunities, that deliver better retailer outcomes and efficiency and productivity driven through data and insight.
• Act as a key developer of people, nurturing and accelerating talent across OST and C&RC, which contributes to succession planning.
• Set the cultural tone for the team, encouraging high standards of accountability, collaboration, continuous improvement and commercial focus.
• Ensure strong governance and oversight is in place to deliver Gambling Commission and regulatory requirements.

What experience we’re looking for:

• Significant experience leading operational or sales functions at a senior management level, within a customer focused and fast-paced environment.
• Proven track record in designing and delivering outbound contact strategies, with measurable commercial outcomes.
• Experienced in using outbound telephone diallers, campaign creation, management and reporting.
• Exceptional people leadership experience – developing leaders and high-performance teams and managing people issues with confidence.
• Broad customer service and operational experience and know how, to lead wider C&RC business operational requirements.
• Strong stakeholder management and partnership capability to influence and collaborate across the C&RC LT and internal/external stakeholders.
• Advanced analytical and commercial skills, with the ability to translate retailer data and insight into actionable recommendations.
• Preferable experience of working in a regulated environment.

Key Measures of Success:

• Growth in retailer engagement, sales performance and contact effectiveness driven through OST contact plan.
• Demonstrable uplift in leadership capability – engagement plan and scores, talent development and retention in OST and influence across C&RC.
• Delivery of Retail contact plan – 300k contacts annually in line with agreed campaigns and campaign outcomes.
• Consistently delivering our retailer service principles, through the achievement of retailer satisfaction and ease KPI’s.
• Delivery of operational KPI’s across quality, compliance, productivity and dialler optimisation.
• Strong feedback from internal and external stakeholders – partnership and collaboration.
• High level of compliance and regulatory performance in line with C&RC and business KPI’s.

About us:

At Allwyn, we are dedicated to changing lives and growing the National Lottery responsibly, championing its positive impact on people, places, and the planet. Innovation - We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to market to enjoy which is all supported by our responsible play values and making them accessible to all.

Giving back – Did you know that playing the lottery generates around £30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10-year license.

Sustainability – Our aim is to become a net zero national lottery. We have 2030 targets to decarbonise our operations and energy. We’ve already transitioned to renewable energy providers, made our London and Watford offices zero gas, and ensured our fleet consists of low-emission vehicles. In addition, we’re working with our value chain partners to develop a net zero target date.

Empowering every voice – We believe in creating a culture where everyone feels they belong, can be themselves, has access to opportunities and can thrive for the benefit of good causes. Our diverse teams are working hard to make all parts of The National Lottery inclusive – whether people play a game in a store or online, because when everyone can play, everyone wins.

An inclusive reward offering with wellbeing at the centre:

At Allwyn, inclusion is built into how we care for our people. Our benefits and policies support colleagues and their families at every stage of life and career. By prioritising wellbeing and belonging, we create a workplace where everyone feels valued, rewarded, and empowered to succeed. Our people are more than colleagues - they’re winners, driving positive change and making a real difference in communities.

Benefits:

• Company Bonus Scheme
• Matched pension contributions up to 8.5%
• 26 days annual leave + 2 Life Days (and bank holidays)
• Single Private Health Cover
• Complimentary Private Medical Income Protection
• Flexible Benefits – EV Scheme, Money Coach, Will Writing, Mortgage Advice, Dental and Eye Care Schemes.
• Enhanced Family Leave (Maternity, Paternity, Adoption)
• Wellness Allowance £500
• Employee Assistance Programme
• Discounted Health Assessments
• Volunteering Days
• Matched Funding

We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled and neurodivergent colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job. If you need any assistance or adjustments to this job description or in the application process, please contact a member of the talent team at careers@allwyn.co.uk and we’ll be happy to help.