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About Churchill Downs Incorporated
Churchill Downs Incorporated (CDI) is a premier racing, gaming, and entertainment company best known as the home of the iconic Kentucky Derby. With a growing portfolio of racing events, historical racing venues, and gaming properties, CDI is a leader in delivering unforgettable experiences to fans and partners alike. At the heart of our brand is tradition, innovation, and a commitment to excellence in everything we do.
Position Overview
We are seeking a driven and strategic Vice President of Sales & Service to lead all sales operations and customer experience initiatives for Churchill Downs Racetrack, including the Kentucky Derby, Kentucky Oaks, and year-round racing events. This executive will oversee revenue growth across ticketing, memberships, and premium seating while ensuring exceptional service that builds loyalty and long-term relationships with our guests. The VP will be accountable for achieving annual revenue targets, driving renewals, and developing a high-performing team that delivers best-in-class sales and service experiences.
Key Responsibilities
Sales Strategy & Revenue Growth
- Develop and execute a comprehensive Sales & Service Plan with clear financial and customer satisfaction targets.
- Drive revenue across all ticketing products, including group sales, memberships, PSLs, and special events.
- Leverage CRM and analytics to optimize sales performance, customer insights, and long-term business impact.
- Monitor and manage budgets, forecasts, and contractual agreements to meet financial and operational objectives.
Customer Experience & Retention
- Champion service excellence to ensure seamless customer journeys, timely responses, and issue resolution.
- Oversee renewal strategies for tickets and memberships to drive loyalty and retention.
- Serve as the voice of the customer internally, shaping improvements in products, policies, and service delivery.
- Establish best practices that elevate satisfaction, engagement, and long-term guest relationships.
Team Leadership & Talent Development
- Lead, mentor, and retain a high-performing sales and service team, fostering accountability and career growth.
- Establish performance metrics to measure productivity, customer engagement, and sales effectiveness.
- Build a culture of collaboration, innovation, and continuous improvement.
Cross Functional Collaboration
- Partner with marketing, operations, hospitality, and finance teams to align initiatives with organizational goals.
- Collaborate on fan engagement strategies that drive attendance, renewals, and customer value.
Qualifications
- 10+ years of progressive sales leadership experience, preferably in sports, entertainment, or related industries.
- Proven track record of driving both revenue growth and customer satisfaction.
- Bachelor’s degree required; advanced degree preferred.
- Expertise in CRM platforms (Salesforce preferred) and ticketing systems (Ticketmaster knowledge a plus).
- Strong financial and business acumen with experience managing budgets and strategic initiatives.
- Exceptional communication and leadership skills with executive presence and the ability to influence at all levels.
- Innovative, data-driven problem solver with the ability to balance long-term strategy and day-to-day execution.
Why Join Us?
At Churchill Downs, you’ll be part of a legacy that spans centuries—and a future that’s full of innovation. You’ll work on one of the most celebrated sporting events in the world and play a pivotal role in shaping how millions engage with the Kentucky Derby experience each year. We offer competitive compensation, executive benefits, and the chance to make a lasting impact on a globally admired brand.
