Vice President, Sales & Service

Overview

Vice President, Sales & Service at Churchill Downs Racetrack. The 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 growth in new business. The VP will meet annual operating revenue and profitability budget goals for Kentucky Derby Week and the full-year operations. This role will help establish the vision and strategy for the department, develop and oversee the execution of the sales plan, and drive both revenue generation and customer satisfaction. The focus is on delivering measurable results through team performance, customer engagement, and service excellence.

Key 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.

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.

Nearest Major Market : Louisville

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