Vice President, Sales & Service

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 grows 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

Sales Strategy & Revenue Growth

• Develop and execute a comprehensive Sales & Service Plan with clear financial, renewal, and customer satisfaction targets.
• Oversee revenue growth across all ticketing products including group sales, memberships, PSLs, and special events.
• Monitor and manage budgets, forecasts, and contractual agreements to meet financial and operational objectives.

Sales Leadership & Performance

• 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.
• Implement data-driven decision-making using CRM and analytic tools to measure performance, customer feedback, and overall business impact.

Customer Experience & Service

• 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.
• 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.

Cross-Functional Partnership

• Partner with cross-functional leaders to align sales initiatives with organizational goals and maximize customer engagement.
• Perform other executive responsibilities as required.

Key Outcomes

Success in this role will be measured by:

• Achieving or exceeding annual ticket revenue and renewal goals.
• Demonstrated improvement in customer satisfaction and retention metrics.
• Increased sales team productivity, measured by defined KPIs (e.g., calls, touchpoints, conversion rates).
• Effective talent development, including measurable employee growth, retention, and internal promotions.
• Positive customer feedback and long-term relationship growth across all ticketing segment

REGULATORY

Ability to obtain and maintain a Kentucky racing license and successfully complete all applicable background check requirements.

EDUCATION AND EXPERIENCE

• Minimum 10 years of progressive sales leadership experience, preferably in sports, entertainment, or related industries.
• Proven track record of driving both revenue and customer satisfaction metrics.
• Bachelor’s degree required; advanced degree preferred.
• Expertise in CRM platforms (Salesforce preferred) and ticketing systems (Ticketmaster knowledge is a plus).
• Demonstrated ability to manage large teams, budgets, and strategic initiatives in a fast-paced environment.

REQUIRED SKILLS AND ABILITIES

• Strong business acumen, organizational and project management skills, and ability to lead with vision and clarity.
• Excellent interpersonal communication skills with executive presence and the ability to influence across all levels.
• Innovative problem-solver with the ability to balance long-term strategy with day-to-day execution.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• Extended periods of sitting at a desk and working on a computer.
• Regular use of a keyboard and mouse for typing and navigating software.
• Viewing a computer screen for prolonged periods.
• Moving throughout office, racetrack, and event environments to attend meetings and interact with partners, guests, and colleagues.
• Occasional lifting of office supplies, materials, or equipment up to 20 pounds.
• Regular communication with colleagues, prospects, and partners in person, by telephone, and through video conferencing.
• Work is performed in both office and event environments with varying noise levels.
• Ability to work evenings, weekends, holidays, and major racing events as business needs require.
• Role is onsite at Churchill Downs Racetrack in Louisville, Kentucky.

Churchill Downs Racetrack spans 175 acres and more than 1.5 million square feet under roof. The physical demands described are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made for qualified individuals.