Operational Sales Manager – Outbound Contact Centre, Retail

Allwyn UK

Lead the Operational Sales Team for Allwyn UK, overseeing outbound retail contact strategies and collaboration with various departments for commercial growth.

Posted 5/18/2026full-timeWatford • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
Preferrable experience of working in a regulated environment.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

outbound contact strategiesoutbound telephone diallerscampaign creationmanagementreportinganalytical skillsdata insightoperational improvementAI automationcustomer service

Soft Skills

people leadershipstakeholder managementcollaborationinfluenceaccountabilitycontinuous improvementcommercial focusteam developmentrelationship buildingperformance management