Client Services Lead

Job Title: Client Services Lead
Location: In-house Creative Studio, hybrid working – offices in London and Watford
Reports to: Head of Creative Hub

A bit about the role…

We are an innovative in-house function poised for growth and expansion. As we embark on this exciting journey, we are committed to delivering exceptional creative solutions that drive our brands forward. We are looking for someone who thrives on collaboration, creativity and pushing boundaries to set new standards in the industry.

We are seeking a proactive and experienced Client Services Lead to join our team. As the Client Services Lead, you will be responsible for managing client relationships, ensuring client satisfaction, and driving the successful delivery of creative projects. This is the first time the Creative Hub has had a client services layer and as such a key part of the role will be embedding the function within the CH team and establishing ways of working with our Marketing colleagues. The role is supported by a Client Services Manager.

You will work closely with our Creative and Marketing teams to ensure client needs are met and exceeded. Experience in managing the playout process for ads is a must-have and the ideal candidate will also be adept in overseeing end-to-end campaign management, delivering across BAU activity and a strong line manager.

What you’ll be doing…

Campaign Management & Delivery:

1. Manage the development, execution, and delivery of multi-channel campaigns, ensuring each project meets brand standards, deadlines, and budget requirements.
2. Oversee the playout process for radio, VOD and TV ads, ensuring accurate scheduling, asset trafficking, and platform compliance.
3. Collaborate with creative, production, and media teams to streamline workflows and optimise content delivery.

Always-On & Reactive Content Development:

1. Work with creative teams to drive the creation of always-on content that keeps the brand relevant and engaging across multiple touchpoints.
2. Manage the planning and rapid development of reactive content, ensuring swift turnarounds without sacrificing quality or brand integrity.

Relationship Management:

1. Act as the main point of contact between internal brand stakeholders and the Creative Hub team, ensuring clear and proactive communication and swift problem resolution.
2. Build strong relationships with cross-functional teams, from media planning to legal, to align on campaign objectives and compliance requirements.
3. Collaborate with Agency partners to ensure alignment between brand campaign strategy and content strategy.

Briefing & Strategy Support:

1. Receive, interpret, and translate briefs from internal stakeholders into actionable plans that inspire creative teams and deliver impactful work.
2. Partner with the strategist to inform campaign insights, target audience profiles, and key messaging that enhance brand objectives.

Reporting & Performance Analysis:

1. Monitor and analyse campaign performance, providing insights and recommendations that drive future improvements.
2. Develop regular updates and reports to keep stakeholders informed on project status, results, and optimisations.

What experience we’re looking for…

Experience:

• Proven experience (5+ years) in account management within an in-house agency or creative agency environment, ideally within a large-scale, high-profile brand.
• Strong understanding of the ad playout process across TV, digital, social, and radio channels.
• Proven line management ability to help build and foster high-performance teams.

Skills:

• Exceptional project management skills with the ability to manage multiple campaigns simultaneously and adapt to changing priorities.
• Strong interpersonal and communication skills, with the ability to influence and collaborate with cross-functional teams.
• Analytical skills with a solid understanding of campaign performance metrics, and the ability to translate data insights into actionable recommendations.

Key Measures of Success:

• Establish and integrate the new account management function into the business (within CH and with stakeholders).
• Defined ways of working with account management layer.
• Increase in efficiency of CH output (i.e. volume of work).
• Successful migration of EUML playouts from creative agency to CH.
• Begin building a market-leading client services team.

About us:

We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.

• Innovation - We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned 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 licence.
• Sustainability – Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this.
• Inclusion and accessibility – We are making all parts of The National Lottery inclusive – whether you play a game in a store or online.

We operate a hybrid working model and require employees to work from our offices 3 days per week. For this role, we expect the Client Services Lead to spend time across our Watford HQ and London sites. These in-office days will be spread across the standard working week (Monday-Friday).

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.

**Being the custodians of the National Lottery license is a big responsibility, so all of our roles are subject to extensive background checks**

A place of belonging…

We want 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.

We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.

Benefits

An inclusive reward offering with wellbeing at the centre…

At Allwyn, we’ve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.

Here’s a list of some of the fantastic benefits we offer…

• 26 days paid leave (plus bank holidays).
• Annual bonus scheme.
• 2 x Life Days.
• 4 x Salary of Life Insurance.
• Pension: we’ll match your contribution up to 8.5%.
• Single Private Health Cover.
• £500 Wellness Allowance.
• Income Protection.
• Enhanced parental leave (maternity and paternity).
• Eye Care, Dental and Cycle To Work schemes.

Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues, we continue to create a place of work where people feel rewarded and can succeed.