SUMMARY

In this role as Sr. Manager of Consumer Sales at CDRT you will be responsible for overseeing the day-to-day of the Consumer Sales Department and particularly the continued sales revenue growth of Day at the Races and the Kentucky Derby and Kentucky Oaks. This role will guide the strategy, timelines, and overall maximization of all things sales & service for CDRT. A strong leader is required who can drive revenue, but also motivate and control our business to ensure what is best for Churchill Downs and the future growth of our brand and enterprise. The Sr. Manager of Consumer Sales is a key leadership position on the Churchill Downs Racetrack ticket sales & strategy team that will recruit, hire, train, and manage a team of first-year ticket sales representatives selling all race days at Churchill Downs via outbound campaigns and inbound leads.

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

Leadership & Team Management

• Recruit, train, and manage the day-to-day operations of the Consumer Sales team while tracking KPIs and monitoring inbound and outbound efforts.
• Establish an inclusive and motivating sales culture that aligns with the overall department and company values.
• Lead Mentor Program within the department to support professional growth and skill development for team members.
• Accelerate the growth of individual sales representatives through year-round training, mentoring, and coaching to improve individual production.
• Plan and execute daily and weekly training sessions across all Churchill Downs (CD) products.
• Create and execute sales contests and other team-building initiatives.

Sales Strategy & Revenue Growth

• Implement consumer sales campaigns to generate ticket revenue through inbound and outbound activity.
• Develop ticket sales campaigns and strategies to maximize CDRT business for consumers on the Kentucky Derby, Kentucky Oaks, and all other race days.
• Grow revenue through various sales approaches, including face-to-face appointments, call campaigns, video outreach, and email campaigns while analyzing return on investment.
• Focus on consumer products, upgrades, offerings, and price points to optimize sales and guest experience.
• Oversee collateral and customer-facing components such as sales one-sheeters, website and email copy, and other communication.
• Monitor General Admission sales and Consumer Reserved Seating inventory to ensure online options are easily accessible and the consumer purchase flow is efficient.
• Plan and lead sales events during the off-season.

Customer Experience & Service

• Champion Churchill Downs’ customer service philosophies, ensuring a world-class guest experience.
• Manage the main Churchill Downs and Kentucky Derby phone lines, coordinating with internal teams to ensure appropriate staffing, particularly during Derby Week.
• Coordinate dynamic phone tree technology and ensure all calls are answered and returned promptly.
• Work closely with third-party partners to maintain a consistent level of service.
• Monitor Salesforce cases and complaints, ensuring prompt and innovative resolution of customer concerns.

Recruitment & Talent Development

• Establish strong relationships with colleges nationwide and attend career fairs to recruit top ticket sales talent.
• Host Sales Workshops at Churchill Downs to identify and develop top candidates.
• Work collaboratively with ticketing leadership to hire for open sales and service positions within the department.
• Recruit and hire top first-year sales talent to serve as a pipeline for the group, corporate, and service teams.

Collaboration & Cross-Functional Partnerships

• Work closely with marketing, box office, facility operations, and business strategy & analytics teams to optimize sales efforts.
• Continue to grow and establish the Churchill Downs brand through additional marketing and content initiatives.
• May be required to represent Churchill Downs Racing Team (CDRT) at external or internal functions to increase the company’s exposure and improve sales opportunities.

Analytics, Reporting & Budgeting

• Produce timely and accurate reports that communicate the progress of the sales team both individually and collectively.
• Develop and maintain sales incentive programs and contests.
• Responsible for assisting with the annual budget, achieving set revenue and expense targets, and coordinating with leadership to ensure effectiveness.

 Other duties as assigned.

EXPECTATIONS:

• Adhere to CDI/CDRT Policies and Procedures
• Represent Churchill Downs in a professional manner both inside and outside of the organization
• Perform duties as workload necessitates
• Demonstrate flexible and efficient time management and ability to prioritize workload
• Be respectful to colleagues and function in a team environment

QUALIFICATION REQUIREMENTS:

To perform this job successfully, the candidate must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The candidate must have a strong work ethic and a burning desire to build a career in professional sports.

• Proven sales experience managing both processes and the sales performance required of such a position at a sports or entertainment venue, with vast amounts of knowledge about entertaining, selling, and servicing customers preferred.
• Proficient in basic software programs
• Creative and enthusiastic with excellent interpersonal skills
• Available to work race days and special events
• Possess a willingness to work long hours, evenings, weekends, and holidays.
• Must demonstrate prior experience in dealing with high-level clients including dignitaries, officials, celebrities, premium ticket holders, club members, high-stakes wagerers, and/or members of the thoroughbred racing community.
• People-oriented, able to multi-task, organized, motivated and detail focused
• Prior interaction with the public and/or working knowledge of the horse racing industry preferred
• Proficiency in Microsoft Office and other related software and open to learning new technologies
• Experience in Archtics/TM, Salesforce, Conversica, and/or Five9 is a plus

EDUCATION AND/OR EXPERIENCE: 

2 years of experience in sports and entertainment is preferred.

A Bachelor’s degree (B.A.) from a four-year college or equivalent combination of education and experience is preferred.

LANGUAGE SKILLS:

Ability to communicate effectively (oral & written) with all types of clients, co-workers, and the general public. Ability to communicate effectively under pressure and when working under a deadline.

MATHEMATICAL SKILLS:

Knowledge to apply mathematical operations to such tasks as analyzing costs, return on investment, and analyzing metrics and statistics in comparison to company goals and performance.

REASONING ABILITY:

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams.

PROBLEM-SOLVING REQUIREMENTS:

When dealing with prospects and clients, the employee must show discretion when making recommendations regarding options and event details for a Churchill Downs Racetrack event.

MACHINE, TOOLS, AND EQUIPMENT:

Computer, printer, calculator, copy and scanning machine, telephone, software packages, etc.

WORKING CONDITIONS:

• Travel Requirements: Does not require frequent travel outside of Louisville – However, may require some travel for conferences and career fairs.
• Physical Demands: This position requires the ability to lift up to 10 pounds.
• Work Environment: The incumbent primarily works in an office environment, however, is expected to attend Churchill Downs race days.

This work is performed primarily in a business office setting within a sports and entertainment facility. Events often take place outside of traditional business hours, on weekends, and on holidays. Some areas of the facility may be noisy and subject to changing weather conditions. Churchill Downs Racetrack spans 175 acres and more than 1.5 million square feet under roof with additional entertainment facilities not protected from weather conditions.

The ability to move swiftly throughout the facility and stand for long periods is necessary. 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 accommodations may be made to enable individuals with disabilities to perform essential functions.
The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of the position. As the nature of business demands change so, too, may the essential functions of this position.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.