At a Glance
- Tasks: Lead the outbound contact strategy and drive retail engagement for commercial growth.
- Company: Join Allwyn UK, a leading multi-national lottery operator committed to positive change.
- Benefits: Enjoy competitive pay, generous leave, wellness support, and a bonus scheme.
- Other info: Be part of a diverse team dedicated to innovation and sustainability.
- Why this job: Make a real impact while shaping the future of The National Lottery.
- Qualifications: Proven leadership in sales operations and experience in customer-focused environments.
The predicted salary is between 60000 - 75000 € per year.
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.
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.
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.
Operational Sales Manager (outbound contact centre team - Retail) in Watford employer: ENGINEERINGUK
At Allwyn UK, we are committed to fostering a dynamic and inclusive work environment where every employee can thrive. As an Operational Sales Manager, you will benefit from our comprehensive rewards package, including a company bonus scheme, matched pension contributions, and generous annual leave, all while playing a pivotal role in transforming the National Lottery for good causes. Our culture prioritises innovation, collaboration, and personal growth, ensuring that you have the support and resources needed to excel in your career and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Sales Manager (outbound contact centre team - Retail) in Watford
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on social media. The more people know you're looking for an Operational Sales Manager role, the better your chances of landing that dream job.
✨Tip Number 2
Prepare for interviews by researching Allwyn and understanding their mission. Be ready to discuss how your experience aligns with their goals, especially around responsible play and commercial growth. Show them you’re not just another candidate!
✨Tip Number 3
Practice your pitch! You’ll want to clearly articulate your leadership style and how you’ve driven sales performance in previous roles. Make it engaging and memorable – you want to stand out from the crowd!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Allwyn team.
We think you need these skills to ace Operational Sales Manager (outbound contact centre team - Retail) in Watford
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about changing lives and growing The National Lottery responsibly. Share why this mission resonates with you.
Tailor Your Experience:Make sure to highlight your relevant experience in operational or sales functions. We’re looking for someone who can design and deliver outbound contact strategies, so give us examples of how you've done this before!
Be Data-Driven:Since we love using data to drive decisions, include any analytical skills or experiences you have. Show us how you've translated insights into actionable recommendations in your previous roles.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can't wait to hear from you!
How to prepare for a job interview at ENGINEERINGUK
✨Know Your Stuff
Before the interview, dive deep into Allwyn's mission and values. Understand how the Operational Sales Manager role fits into their vision of changing lives through the National Lottery. This will help you align your answers with their goals and show that you're genuinely interested in the company.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading operational or sales functions. Prepare specific examples of how you've developed high-performance teams and managed people issues. Highlight your ability to nurture talent and set a positive cultural tone, as this is crucial for the role.
✨Data-Driven Insights
Since the role involves using retailer data to improve service experiences, come prepared with examples of how you've used data analytics in previous roles. Discuss how you translated insights into actionable strategies that led to measurable outcomes, showcasing your analytical skills.
✨Build Relationships
Stakeholder management is key for this position. Think of instances where you've successfully collaborated with different teams or external partners. Be ready to explain how you influenced decisions and built strong relationships, as this will demonstrate your capability to work across various functions.
