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. We’ll talk a bit more about us further down the page, but for now – let’s talk about the role and who we’re looking for… A bit about the role… Reporting to the Senior Retail Excellence Manager, you will own and shape the Retail Excellence Plan in relation to the annual Retail Annual Business Plan (ABP) to deliver and enhance the Retailer experience. This includes overlaying all Retail ABP initiatives within a week-to-week, month-to-month laydown, including Retail Participant Protection (PP), Social Values (SV) strategies, ABP priorities and Retail Comprehension (training). To strategically consider, consolidate and optimise the Retail Excellence Plan requirements, bringing in insight, market changes, trends and risks both externally and internally, as a retail expert. Ensuring these are measured, highlighted and mitigated, working cross-functionally to deliver assurances to keep Matters To Be Protected (MtBP) at the heart of TNL. Act as the 'voice of the Retailer’; supporting cross-functionally to ensure all activities and business agreements keep the Retailer, Assurance requirements and Experience at the heart, and are delivered on time and on budget. Ownership of the Continuous Improvement Program and Region of Excellence retail test-zone. What you’ll be doing… Retail Impact Map Ownership of this core deliverables mapping tool to unpick the Retail ABP; to assess and highlight all activities across Retail, which will then be used across Retail and Stakeholder groups to assess volume, timings, Retail experience, and to create delivery plans. Using this Map, the role will consider, highlight, and assess activities, risks, and work with stakeholders to develop mitigations, working with the Retail Excellence Executive to develop and own a Retail Impact Matrix (reporting). The role will consider, assess and manage the Assurance inclusions, such as Bid and Licence Commitments, utilising business-wide requirements such as the Functional Risk Register. Own and manage key stakeholder collaborations and working groups, such as the Retail Experience Working Group, and represent PCT to effectively discuss requirements, projects, activities, both upcoming and measures of those past. Owning the relationships between Excellence and other Retail Teams, PP, SV, and is the key relationship owner with the Gambling Commission alongside the Retail Enablement – Integrity Manager. Using all of this combined strategic direction and thought partnership with stakeholders to create and deliver the Retail Improvement Programme to deliver and grow the Retailer experience. Ownership of the Region of Excellence test zone for trials and testing key experiences. Retail Healthy Play Working with the Retail Enablement Manager (Integrity), ensure the strategic development of the overarching Retail Responsible Play strategy to support retailers and protect players. Working with the Retail Enablement Manager (In-Store), ensure the strategic development of the overarching Retail In-Store strategy to support retailers with operational excellence. Ensure operational processes are regularly reviewed and updated accordingly and that new processes / procedures are put in place. Social Value Working closely with the Retail Enablement Manager – Integrity and the Social Value team to incorporate all Retail initiatives and ensure they are integrated into the plan to drive the required prioritization. To act as the Retail lead for the annual Local Retail Champions campaign to ensure the voice of the retailer remains central to the concept and delivery. Retail Continual Improvement Programme Lead the development of the Continual Improvement Programme for Retail (R-CIP); collaborating with Retail, Customer & Retail Care, DS&I, Customer Experience and Marketing teams on individual aspects of the retailer journey to determine retailer pain points and improvements to Retailer Experience. Deliver R-CIP output through ownership of a cross functional working group that feeds Retail and Operations Governance groups (RCSG & COG). Own the Region Of Excellence best practise test zone, bookings and end to end management. Review & update retailer related processes as required to deliver against our customer service principles. Support the Senior Retail Excellence Manager in producing Exec and Board level summary packs to detail improvements identified, impact on Retailer experience and progress made. Risk & Compliance Working closely with RLT, lead on all risk, compliance and business assurance matters for Retail: Co-ordinate Retail assurance activities including adding new risks to the Functional Risk Register. Assigning accountable ownership and timeframes for completion on Self-Audits. Support the Senior Assurance Manager – Operations in LCM audit activities. Develop/ evolve the Retail elements of PPPs relating to Complaints. Conduct online audits and field visits to gain assurance on initiatives impacting Retailer experience, compliance or training (e.g, selling SC via rapid delivery platforms). Lead with Procurement and Assurance teams on governance of suppliers in Retail. What experience we’re looking for… Retail-focused, with a track record of designing and delivering initiatives that demonstrably improve the retailer experience. Minimum 5 years of experience in cross-functional programme or project management within a retail or FMCG environment, with evidence of managing multiple concurrent workstreams. Demonstrated ability to lead initiatives from inception to completion, delivering on time and within budget, with quantified impact (e.g. increased satisfaction, improved compliance). Proven ability to influence and engage stakeholders at all levels, including senior leadership (Head of, Director, and C-suite), with strong written and verbal communication skills. Evidence of strategic thinking, including market analysis, risk identification, and insight-driven decision making. Excellent communication and presentation skills, with the ability to distil complex information into clear, actionable insights for diverse audiences. Demonstrated understanding of commercial KPIs and business levers, with examples of how initiatives supported revenue growth, cost reduction, or improved ROI. Naturally inquisitive and improvement-focused – consistently identifies inefficiencies, recommends data-backed solutions, and implements process enhancements. Committed to personal development with a proven track record of learning, adapting, and applying feedback to enhance professional performance. Up-to-date knowledge of current and emerging technologies shaping retail, such as EPOS systems, customer engagement platforms, and data analytics tools. Key Measures of Success: Delivery of AVP initiatives on time and within scope, with measurable impact on retailer engagement and compliance. Improved Retailer Satisfaction measured by successful delivery of the Retail Excellence plan and KPI’s. Tangible enhancements to retail operations or training identified and implemented via the Retail Continuous Improvement Programme 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. 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 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… Company bonus scheme Matched pension contributions up to 8.5% 26 days annual leave 2 Life Days (and bank holidays) Complimentary Private Medical Life Assurance Enhanced Maternity & Paternity leave £500 wellness allowance Access to nutritional advisor and personal trainers Discounted Health Assessments Complimentary Financial coaching 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.