Vice President, Sales & Service

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Churchill Downs Racetrack (“CDRT”), the world’s most legendary racetrack, has been the home of The Kentucky Derby, the longest continually held annual sporting event in the United States, since 1875. Located in Louisville, CDRT features a series of themed race days during Derby Week, including the Kentucky Oaks, and conducts Thoroughbred horse racing during three race meets in the Spring, September and Fall. CDRT is located on 175 acres and has a one-mile dirt track, a 7 / 8-mile turf track, a stabling area, and provides seating for approximately 60,000 guests. The stable area has barns sufficient to accommodate 1,400 horses and a 114-room dormitory for backstretch personnel. CDRT also has a year-round simulcast wagering facility . www.ChurchillDowns.com.

JOB SUMMARY

The Vice President of Sales & Service (“VP”) will oversee all sales operations, lead a high-performing team, and ensure superior customer experience that drives customer loyalty, ticket and membership renewals and grow new business. The VP will be required to meet annual operating revenue and profitability budget goals for Kentucky Derby Week and the full year operations at Churchill Downs Racetrack. This role will assist in establishing the vision and strategy for the department, develop and oversee the execution of the sales plan, driving both revenue generation and customer satisfaction. This role will focus on delivering measurable results through team performance, customer engagement, and service excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and execute a comprehensive Sales & Service Plan with clear financial, renewal, and customer satisfaction targets.
• Establish and manage key performance metrics for the sales team, including revenue generation, customer touchpoints, and satisfaction scores.
• Lead, mentor, and retain a team of sales executives with a focus on accountability, career development, and succession planning.
• Oversee revenue growth across all ticketing products including group sales, memberships, PSLs, and special events.
• Drive customer experience excellence by ensuring processes are streamlined, issues are resolved effectively, and long-term loyalty is built.
• Establish and implement industry best practices to ensure timely response times to customer inquiries.
• Partner with cross-functional leaders to align sales initiatives with organizational goals and maximize customer engagement.
• Implement data-driven decision-making using CRM and analytic tools to measure performance, customer feedback, and overall business impact.
• Monitor and manage budgets, forecasts, and contractual agreements to meet financial and operational objectives.
• Serve as the voice of the customer internally, providing timely feedback and driving improvements in products, policies, and service delivery.
• Continuously identify and implement opportunities to improve efficiency, effectiveness, and customer satisfaction.
• Perform other executive responsibilities as required.

KEY OUTCOMES

Success in this role will be measured by :

EDUCATION AND EXPERIENCE

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and / or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Work With Us

Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.

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