Client Services Lead

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

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic, Austria, Greece, Cyprus & Italy.

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, largescale transformation journey by creating a National Lottery that delivers more money to good causes.

A bit about the role…

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…

1. Campaign Management & Delivery:
   • Manage the development, execution, and delivery of multi-channel campaigns, ensuring each project meets brand standards, deadlines, and budget requirements.
   • Oversee the playout process for radio, VOD and TV ads, ensuring accurate scheduling, asset trafficking, and platform compliance.
   • Collaborate with creative, production, and media teams to streamline workflows and optimise content delivery.
2. Always-On & Reactive Content Development:
   • Work with creative teams to drive the creation of always-on content that keeps the brand relevant and engaging across multiple touchpoints.
   • Manage the planning and rapid development of reactive content, ensuring swift turnarounds without sacrificing quality or brand integrity.
3. Relationship Management:
   • 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.
   • Build strong relationships with cross-functional teams, from media planning to legal, to align on campaign objectives and compliance requirements.
   • Collaborate with Agency partners to ensure alignment between brand campaign strategy and content strategy.
   • Receive, interpret, and translate briefs from internal stakeholders into actionable plans that inspire creative teams and deliver impactful work.
   • Partner with the strategist to inform campaign insights, target audience profiles, and key messaging that enhance brand objectives.
4. Reporting & Performance Analysis:
   • Monitor and analyse campaign performance, providing insights and recommendations that drive future improvements.
   • Develop regular updates and reports to keep stakeholders informed on project status, results, and optimisations.

What experience we’re looking for…

• 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.