Vice President, Sales & Service

JOB SUMMARY: The Vice President of Sales & Service (“VP”) is responsible for leading ticket sales and premium hospitality sales for Churchill Downs Racetrack, with primary responsibility for maximizing revenue from Kentucky Derby Week, which includes the Kentucky Derby and Kentucky Oaks events, while driving year-round ticket sales across the Churchill Downs racing calendar. This executive will develop and execute innovative sales strategies, optimize pricing and inventory, lead a high-performing sales organization, and deliver exceptional customer experiences that increase revenue, retention, and lifetime customer value. Beyond leading sales execution, the Vice President will play a significant role in shaping Churchill Downs' ticketing strategy by partnering with the SVP of Sales & Strategy across Marketing, Finance, Operations, and Technology to develop long-term commercial strategies that maximize demand and profitability. This executive is expected to perform at an exceptional level, demonstrating the strategic vision, commercial acumen, and leadership capability to shape both sales execution and enterprise ticketing strategy. The Vice President will partner closely with the SVP of Sales & Strategy and cross-functional leaders to establish the department’s vision, execute innovative commercial strategies, and deliver measurable growth in revenue, customer loyalty, operational excellence, and the overall guest experience. The successful candidate in this role will demonstrate the ability to lead both sales execution and enterprise ticketing strategy, positioning them for future advancement into broader Sales leadership responsibility. PRINCIPAL DUTIES & RESPONSIBILITESSales Strategy & Revenue Growth Develop and execute a comprehensive commercial sales strategy focused on maximizing premium ticket, hospitality, suite, membership and group sales, with particular emphasis on Kentucky Derby and Kentucky Oaks. Lead annual Derby sales planning, including inventory strategy, sales campaigns, pricing recommendations, and revenue forecasting Build multi-year relationships with premium customers, corporate clients, and key stakeholders. Identify new revenue opportunities through innovative products, experiences, and partnerships. 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. Establish and manage key performance metrics for the sales team, including revenue generation, customer touchpoints, and satisfaction scores. Lead the transformation of the Sales & Service organization through the adoption of innovative technologies that improve both the customer experience and team productivity. Expand concierge capabilities beyond ticket fulfillment to include transportation coordination, hotel accommodations, restaurant reservations, local entertainment, and curated Louisville experiences that elevate the overall guest journey. Lead, mentor, and retain a team of sales professionals 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 continuously elevate world-class service standards that deliver responsive, personalized, and memorable experiences across every customer touchpoint. 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: Achievement of Kentucky Derby Week ticket revenue objectives. Growth in premium hospitality revenues. Expansion of premium concierge services resulting in increased customer satisfaction and loyalty. Improved customer response metrics, including call answer rates, inquiry response times, first-contact resolution, and overall service levels. Successful implementation of innovative customer engagement technologies that increase team productivity while enhancing the guest experience. Continued enhancement of Churchill Downs' reputation for delivering a best-in-class premium guest experience. Increased renewal and retention of high-value customers. Successful implementation of innovative ticketing strategies. Demonstrated influence of enterprise ticketing strategy. Development of future leaders in the sales organization. Readiness to assume broader Ticketing Strategy leadership responsibilities. REGULATORYAbility to obtain and maintain a Kentucky racing license and successfully complete all applicable background check requirements. EDUCATION AND EXPERIENCE10+ years leading premium ticket sales, hospitality sales, or revenue generation within sports, entertainment, hospitality, or major events. Demonstrated success selling high-value premium experiences. Experience with revenue optimization, pricing strategy, inventory management, or ticket strategy strongly preferred. Experience working closely with executive leadership on commercial strategy. 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. Bachelor’s degree required; advanced degree preferred. DESIRED LEADERSHIP ATTRIBUTESStrategic commercial thinking Strong executive presence Ability to influence across functions Financial and business acumen Passion for premium experiences and iconic events Ability to thrive under the unique pressure and pace of Kentucky Derby Week PHYSICAL REQUIREMENTS & WORKING CONDITIONSExtended 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. This role will primarily be positioned at the Churchill Downs Incorporated office location, but will also be required to work at Churchill Downs Racetrack in Louisville, Kentucky as business needs require. 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. 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 UsChurchill 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.