Media > Marketing Specialist-Customer Experience 3423


Marketing Specialist-Customer Experience 3423


JOB TITLE Marketing Specialist-Customer Experience
REPORTS TO: Director, Interactive Content and Customer Service
LOCATION: Corporate




The Marketing Specialist – Customer Experience is responsible for developing customer solutions that will help to strengthen retention and build player satisfaction. This role is both the primary contact for the lottery’s third-party call center (the National Response Center, “NRC”), and primary responder for the marketing-related complaints (both retail and iLottery) and serves to create player retention journeys that continue to foster engagement between players and the Kentucky Lottery Corporation (KLC). 


  • Serves as escalated contact for players pertaining to KLC services and/or products, when the primarily contact cannot address the situation.  Handles each situation with professionalism by answering questions, providing insight/solutions, and involving other departments as appropriate to determine the best resolution.
  • Monitors and reviews player calls in external vendor software application, analyzes data to identify issues and trends, and engages the appropriate departments for resolution.  Reviews responses of external customer service call center to ensure calls are being handled appropriately; provides feedback and corrections/enhancements on an ongoing basis. Coordinates quarterly, or as needed, meetings with KLC support teams to gain information on service issues or improvements. Participates on calls with the NRC.
  • Ensures accuracy of call center scripts. Collaborates with internal departments when changes to processes, enhancements, or new ventures will impact the call center or players, to ensure the call center has the appropriate information and training needed for when changes go live.  Follows up with KLC support teams to ensure response to customer service issues are handled in a timely fashion.
  • Develops and distributes direct player communications, including tracking and distribution of coupons and other materials as appropriate.
  • Conducts customer accepting testing of Instant Play games, mobile app, and website enhancements to ensure compliance with requirements in collaboration with Senior Marketing Specialist; works with vendor and internal teams to validate improvements and/or enhancements.
  • Partners with Marketing Specialist- iLottery/CRM as needed to identify process and product improvements related to player registration, age/identity verification, banking needs, and redemption of promotions to determine additional interventions that may assist players in successful completion.
  • Coordinates with Marketing Specialist- iLottery/CRM to implement consumer journeys in KLC email marketing/push/interstitials CRM platform and monitors performance. Develops recommendations for improvements, as needed. Revises assets based on needs for website, emails, and interstitials, as needed. 


  • Bachelor’s degree in Business, Marketing or related Social Science required. 
  • Experience with content management systems; Adobe photo shop or other editing tools; data query systems and software; email marketing automation or CRM systems; experience with HTML or other web languages/software a plus.  
  • Experience in the gaming industry a plus.
  • Proven experience working in collaborative, cross-functional teams, including communications, customer service, information technology, marketing, and vendors. 
  • Ability to organize work, respond to changing priorities, and multitask.
  • Ability to establish and maintain effective relationships with management staff, peers, and employees.
  • Proven organizational and analytical skills, as well as practical problem-solving and decision-making skills.
  • Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships.
  • Superior ability to effectively communicate at all levels – verbally and in writing.
  • Ability to adhere to and meet deadlines. Accountable for the timeliness and quality of all deliverables.
  • Ability to work independently as well as in a team environment.


This position has no supervisory responsibilities. 


  • Office/Hybrid environment in accordance with KLC policies. 
  • Travel no more than 10%.


  • Ability to lift up to 40 lbs.: Occasionally    
  • Standing or sitting: Continuously
  • Moving: Frequently
  • Reaching, writing, fingering, typing: Continuously
  • Talking and hearing: Continuously
  • Seeing: must be able to read reports and use a computer: Continuously
  • Sitting for long periods of time: Continuously


We offer a comprehensive employee benefits package including medical, dental, vision, wellness program, health savings account, flexible spending accounts, company paid life insurance, supplemental life insurance, company paid short-term and long-term disability, voluntary benefit plans, generous paid time off plans, retirement plans – including 401(k), 457(b), IRAs, and a money purchase retirement plan in which the company contributes a portion of your base pay.  


  • Interested candidates may send their resume and salary expectations to: 
  • Please indicate “Position #3423” in the subject line of your e-mail.
  • We will only contact candidates who match the qualifications for this role and who are selected for the next steps in the talent acquisition process.


Equal Employment Opportunity Employer