Please note:

In response to increases in COVID-19 cases, California Department of Human Resources (CalHR) is implementing COVID-19 testing of all unvaccinated state employees working on site as an additional health and safety standard to protect the state workforce and the public it serves. Any employee seeking exemption from COVID-19 testing must provide evidence of vaccination.

Job Posting: Staff Services Manager II (Supervisory)

CA State Lottery

Staff Services Manager II (Supervisory)

$7,028.00 - $8,732.00 per Month

Final Filing Date: 10/20/2021

Job Description and Duties

The Head of Loyalty and Retention is responsible for helping to define the Lottery’s player loyalty and communication strategies and tactics, leveraging its owned media and content marketing to provide an experience that builds the Lottery brand and motivates audiences to play Lottery games to drive sales that generate incremental profits for public education.

Under the general direction of the Chief of Engagement & Retention Marketing, the Head of Loyalty and Retention provides supervision and managerial direction to the team responsible for the development of the Lottery's loyalty promotions, CRM database marketing, email marketing and related content. This subject matter expert oversees the development of new loyalty promotion implementation plans to ensure they are consistent with long-term strategies, and manages the planning and development of the player communication and content marketing plan across Lottery owned media properties. The Head of Loyalty and Retention will grow backend profit by driving incremental sales from existing customers and ultimately unify the brand's customer retention strategy across our existing methods (email, SMS, My Account) as well as identify and implement new channels to enhance customer loyalty. KPIs include optimizing the customer experience, maximizing lifetime value, and reducing customer churn.

May consider a Training & Development assignment.

All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate’s ability to meet the Desirable Qualifications identified in this job advertisement.  The Classification Specification is located on this Job Announcement Posting under "Minimum Requirements." 

It is highly recommended that you apply online using your CalCareers account. It is not necessary to return the contact letter if you applied electronically

You will find additional information about the job in the Duty Statement.

Working Conditions

Works in a fast-paced environment. Majority of work conducted in modern, climate-controlled office setting; travel (including overnight statewide travel) may be required.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Position Details

Job Code #:
Position #(s):
Working Title:
Staff Services Manager II (Supervisory)
$7,028.00 - $8,732.00
# of Positions:
Work Location:
Sacramento County
Job Type:
Permanent, Full Time

Department Information

Our mission is to provide supplemental funding for California’s public schools and colleges. We are passionate about creating a better tomorrow - one child at a time. The mix of talented people within our workplace reflects the rich diversity inherent within the State of California. We celebrate the contributions of each individual and strive to create a work environment that is inclusive, collaborative and welcoming. We believe in California For All.  


We’re looking for energetic, creative, and talented employees to join our dynamic organization!  We are a results-driven sales and marketing organization that contributes over $1 billion to public education every year.  If you are looking for an opportunity to make a difference and you are motivated to use your knowledge and experience to build a challenging and satisfying career – look no further!  The Lottery strives to create a work environment that supports the growth and development of its employees and recognizes the contribution of each individual. We also offer a variety of development opportunities for our staff, on-site security, on-site restaurants, Golden One ATM, and free parking. What are you waiting for? Apply today!

Department Website:

Special Requirements

  • The position(s) require(s) completion of educational courses as specified in the Class Specification (link available in the Minimum Requirements section).
  • The position(s) require(s) a Background Investigation be cleared prior to being hired.

The California State Lottery Act provides that no person may be hired as an employee of the Commission if that person has been convicted of a felony or any gambling related offense.

Application Instructions

Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

Final Filing Date: 10/20/2021

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process.
Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

CA State Lottery
Attn: Human Resources JC-264580
700 N. 10th Street, MS#6-5
Sacramento, CA 95811

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

CA State Lottery
Human Resources JC-264580
700 N. 10th Street, MS#6-5
Sacramento, CA 95811
08:00 AM - 05:00 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

  • Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
  • Statement of Qualifications -

    In order to be considered you must submit a Statement of Qualifications, see below.

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
  • Experience leading the development, content strategy and ongoing maintenance of consumer brand loyalty programs and communications.

  • Advanced understanding of email, SMS text, segmentation, archetypes, personalization and current knowledge of the constantly changing omnichannel customer communications ecosystem.

  • Proven track record of using CRM-derived data and insights to drive customer engagement, retention and lifetime value. 

  • Deep experience successfully developing and executing loyalty programs and promotions with incentives and rewards.

  • Experience identifying and recommending business-building opportunities to achieve short and long term objectives.

  • Well-developed project management skills and industry insight.

  • Ability to manage, mentor, coach and develop subordinate managers and staff. 

  • Ability to work collaboratively with others and build successful relationships (internally and externally).

  • Ability to think strategically and tactically.

  • Ability to manage time and multiple priorities effectively.


Please click on the link below to learn about the California State Civil Service Employee Benefits.

Benefits Summary

Contact Information

The Human Resources Contact is available to answer questions regarding the position or application process.

Department Website:
Human Resources Contact:
Human Resources
(916) 822-8158

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

EEO Contact:
Equal Employment Opportunity Office
(916) 822-8458
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Position Location

Sacramento Headquarters
700 North 10th Street
Sacramento, CA 95811


A Statement of Qualifications (SOQ) is required. To be considered for the position, applicants must submit an SOQ along with their application. The SOQ is a written narrative response to specific questions that serves as documentation of each candidate’s abilities, experience, and qualifications for the position.  The SOQ should be well written, clear and concise, and respond fully to the questions asked. SOQs must be no more than two (2) pages in length, and typed using no less than 12 point Arial font. The SOQ must address the following questions and in order listed below:

  1. Please describe your experience managing subordinate managers and/or staff.  In your response, indicate the number of subordinate managers and staff under your supervision.
  2. Describe your experience developing and implementing loyalty programs, email communications and omnichannel messaging designed to engage and nurture customers to drive loyalty and retention.
  3. Please describe your methods for staying abreast of the rapidly changing loyalty marketing environment, including CRM platforms, personalization at scale, tiering, incentives and rewards, omnichannel marketing and optimizing the customer journey.

Additional Requirement

When using education to meet Minimum Qualifications, provide your College Transcripts.


Equal Opportunity Employer

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.

Application Methods:
Electronic (Using your CalCareer Account)
By Mail