Retail Strategy Manager - Player Protection & Assurance

You will need to login before you can apply for a job.

Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

About us:
We are Allwyn UK, part of the Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.

We've developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is to create one of the UK's most inclusive organisations - where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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 to build a bigger, better, and safer National Lottery that delivers more money to good causes.

Role Purpose:
Responsible/Healthy Play

• Lead the development of an overarching Responsible/Healthy Play strategy in conjunction with the Participant Protection department. Ensure that all initiatives within the plan are aligned to the Retail Annual business Plan (ABP) eg Scratchcard Limits.
• To lead the development and delivery of the Operation Guardian Programme.

Retail Assurance and Compliance:

• Working with the Operations Assurance Manager, lead the delivery of all assurance activities across the Retail channel including maintenance of the Retail risk register all associated Licence Conditions (inc. self assessment of all channel controls and mitigations) and ongoing development of the Strategy, Policies, Processes and Procedures (SPPP) framework.
• Facilitate monthly supplier reviews in conjunction with Retail relationship managers and Procurement colleagues.
• Working with the Data governance team, lead the delivery of all relevant activities, including data retention and ownership schedule, and represent the retail function at relevant data governance forums.

Social Values:

• In conjunction with the Social Values team, lead the definition of the plans and delivery of agreed Social Value priorities across Retail Strategy & Operations.

Retail Experience:

• Lead the cross-functional Retailer Experience Working Group to identify key moments of truth and pain points within the retailer journey.
• Represent Retail at the Customer Experience Steering Group as & when required.
• Lead development of recommended activities and initiatives that will deliver best in class retailer experience.

Role Responsibilities:

Healthy/Responsible Play

• Accountable for the day to day relationship and ongoing contract with Cosine to deliver the annual Operation Guardian programme and OPMs (KPIs), as defined in the ABP.
• Ongoing monitoring of Op Guardian Operation Performance Metrics (OPMs) to inform weekly, monthly and quarterly reporting and governance forums, including the GC.
• Work with Cosine and cross-functional SMEs to identify any potential risks to the delivery of OPMs, gaining agreement to any mitigating actions.
• Work with the Participant Protection team, to lead development of the Operation Guardian programme for future year(s) in line with bid commitments and gain approval via relevant governance forums.
• Co-lead with the Participant Protection team, the delivery of new PP initiatives as defined in the ABP, working with a cross-functional team to execute the plans.
• Provide regular updates as required to the Retail Channels Steering Group.(RCSG)
• Brief Planning, Comms and Training (PCT) leads on the timing and laydown of PP initiatives to ensure timely and relevant engagement and contact with Retailers.
• Review and update all Participant protection Policies, Processes and procedures on an annual basis.

Retail Assurance and compliance

• Lead and facilitate the execution of all Assurance activities across the Retail Channel, including the Functional risk register, self assessments and LCM updates.
• Work with the Operations Assurance Manager and Retail SMEs to evolve the SPPP framework in line with the evolution of the retail strategy, to define any required changes to PPP.
• Support Retail SMEs to develop and/or evolve PPP documentation.
• Represent the Retail Channel at the Data Governance working group and be the retail lead for any required activities across the Retail Channel.
• Co-lead with the Operations Assurance Manager monthly updates to the Retail Channels Steering Group.
• Meet with and present to the Gambling Commission, as & when required.

Social Values:

• Work with the Social Value and RS&OPs team, to define the initiatives and activities required to deliver Retail elements of social value commitments from the bid and to ensure these are aligned to the Retail ABP.
• Develop and execute a process to monitor delivery of our commitment.
• Represent the RS&OPs team at Social Values forums and share updates with the RS&OPs team.

Retailer Experience:

• Lead the monthly Retailer Experience Working Group, including SMEs from across Retail, Customer and Retail Care, Media Relations and D&I teams.
• Using insight from all the different channels, identify all the key moments of truth and pain points across the retailer journey, on a monthly basis.
• Working with the SMEs, identify activities and initiatives to mitigate pain points and enhance the overall Retailer Experience and feed these into the ABP cycle.
• Elevate the key insights, pain points and proposed initiatives to both the Retail Channels Steering Group and Customer Experience Steering Group for approval as required.

Line Manager:

• Lead, manage and coach a direct report to support the day to day delivery of Operation Guardian and Assurance Activities.

Key Measures of Success:

• Overall delivery of the Operation Guardian OPMs.
• Execution of the agreed Operation Guardian visit numbers.
• Timely and accurate reporting of OPM actuals vs targets.
• Management of the Cosine budget in line with budget/RF process and timings.
• Timely execution of retail PP initiatives as defined in the ABP.
• Timely and accurate delivery of all Assurance and Data Governance activities across the retail channel eg. sign off for Functional risk register updates, Self assessment.
• Agreement and sign off to Retail Social Values plans
• Provide monthly updates to RCSG on Operation Guardian, Retailer Experience and Assurance status and monthly update to CXSG on Retailer Experience.

Key Skills and Experience:

• Retailer centric and with demonstrable experience of always putting the retailer at the heart.
• This includes the ability to understand the UK market place and dynamics in detail and understand how the team and Camelot needs to adapt to meet retailer's needs in the future.
• Proven experience working cross-functionally to deliver complex projects with multiple deliverables.
• Proven experience of being able to take charge in getting to clear solutions that can be presented back to the business
• Proven experiences working across different levels of the organisation with strong stakeholder management skills, including the ability to influence at Head of & Director level.
• Proven experience of execution of plans plus the ability to think longer term and more strategically.
• Excellent presentation and communication skills and is able to present confidently to senior managers and cross functional teams
• Understands the importance of commercial delivery and how their role is linked to this
• Proven experience of managing Risk & Compliance activities including risk analysis frameworks and implementing controls in the retail environment to mitigate/manage risk
• Naturally curious, challenges the norm, whilst being receptive and considerate to other ways of approaching things
• Always looking to better themselves - understanding of their own strengths and areas for development
• Proven experience in managing and coaching direct reports.

Our goal is to create one of the UK's most inclusive organisations - where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Company

Our vision is to grow the National Lottery responsibly, making itbigger,betterandsafer for all, with more to good causes.

Bigger because we will significantly increase Good Causes contributions by the end of the Fourth Licence through responsible growth of people playing.

Better because we will modernise technology and operations, refresh games and support shops while improving the use of data and digital.

Safer because participant protection underpins everything we do.

What is unique about us?

Our preparations to transform the National Lottery will be a once-in-a-lifetime type of project in the lottery industry, anywhere in the world. Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

Our approach

In Allwyn, the National Lottery will have an operator that has social value at its heart. We will raise more funding for Good Causes, while running our own business in an environmentally and socially responsible way. That’s why we have committed to an ambitious Social Value framework, which is woven into the way we do business. We believe that lotteries must serve everyone across society, not just those who play. So whether as an employee, a supplier, a retailer or any of the stakeholders that we interact with, we will be powering good across the UK.

Our goal is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

We are working to make the National Lottery truly accessible in a safe way, whether as a player, a retailer or an employee. We are proud to have been a partner with Purple since 2021 to support our work to embed accessibility into everything we do. Purple has carried out an accessibility audit on our office in Watford, is working with us to have truly inclusive workplace policies, and we have exciting plans to do so much more to make our games, both in-store and online, safely accessible.

Come and help us shape what the future of the National Lottery could look like.

Media Clips

“I became an amputee in 2021 and I struggled to find my place back in the working world until Allwyn welcomed me with open arms. They have always focused on what I bring to the table and it is apparent that my disability is not what defines me within the company, but my skill. Allwyn has a noticeable strong focus on accessibility and inclusion, which makes me feel seen and like I have found a permanent home for my career.”Lorna Jeanes, Transition Co-ordinator.

Create a job alert and receive personalised job recommendations straight to your inbox.