Customer Success Coordinator

Customer Success Coordinator

Position Overview

The Customer Success Coordinator supports the successful delivery of lottery campaigns from planning through completion. Working closely with Lottery Delivery, Project Management, Technology, Customer Service, Call Centre and external suppliers, this role coordinates campaign information, documentation, timelines and operational requirements to ensure each lottery is accurately prepared and delivered.

This role is well suited to someone who is highly organized, detail-oriented and comfortable working across multiple teams and priorities. As knowledge and experience develop, the role will take on greater ownership of campaigns, including increased interaction with customers and suppliers and, ultimately, responsibility for managing customer relationships.

Key Responsibilities

Campaign Delivery & Coordination
Support the day-to-day coordination of lottery campaigns, ensuring required information, documentation and tasks are completed accurately and on schedule. Maintain campaign tasks, deadlines and action items in Planner, keep key dates current in the Technology Calendar, and follow up on outstanding requirements or changes.

Lottery Documentation & Compliance
Prepare, update and maintain lottery rules and regulations based on approved campaign information. Ensure campaign documentation is accurate, consistent and reflects the approved program. Assist with proofreading and quality control across lottery materials, identifying errors, inconsistencies or missing information before materials are finalized.

Operational Resources & Communications
Prepare and maintain the materials required by Call Centre and Customer Service teams to support each campaign, including Quick Reference Guides, FAQs, checklists and other campaign resources. Prepare winner communication templates and mail merges and coordinate the information required for winner notifications.

Prize, Vendor & Supplier Coordination
Support the administration of prize and supplier requirements throughout each campaign. Prepare Letters of Agreement using approved templates and information, maintain vendor and supplier information, coordinate required follow-ups and compile final winner lists for prize suppliers.

Technology & Campaign Readiness
Coordinate requests for the hardware required to support lottery campaigns, ensuring requests are submitted to the Technology team at the appropriate stage and that all required information is complete and accurate. Coordinate other campaign requirements with Technology and internal teams as needed to support campaign readiness.

Campaign Completion & Administration
Maintain gift card and prize information and provide required details to Customer Service teams. Complete recurring campaign requirements, document updates, follow-ups and other administrative activities necessary to bring campaigns through to completion.

Cross-Functional & Customer Support
Work collaboratively with Lottery Delivery, Project Management, Technology, Customer Service, Call Centre, Marketing and other teams to coordinate campaign requirements and resolve issues. As experience and knowledge develop, take on increasing direct communication with customers and suppliers, supporting customer requests and developing a deeper understanding of the customer relationship.

Qualifications

• 1–3 years of experience in a coordination, administration, customer service, project support or similar role.

• Strong organizational skills and the ability to manage multiple priorities, deadlines and recurring requirements.

• Excellent attention to detail and a high standard of accuracy.

• Strong written and verbal communication skills.

• Proficiency with Microsoft Office, particularly Word and Excel; experience with Microsoft Planner or similar tools is an asset.

• Ability to work effectively across multiple teams and follow through on tasks and commitments.

• Experience working in a deadline-driven or highly regulated environment is an asset.

• Experience in the lottery, gaming, financial services or another detail-oriented industry is an asset.