Sr. Manager, Consumer Sales

Churchill Downs Incorporated•Lyndon, KY

2d•Onsite

About The Position

The Sr. Manager of Consumer Sales oversees the day-to-day operations and continued growth of Churchill Downs Racetrack’s Consumer Sales function. The role focuses on driving ticket revenue and delivering a high-quality customer experience across the Kentucky Derby, Kentucky Oaks, and other Churchill Downs Racetrack race days. It leads the strategy, execution, training, and performance management of the Consumer Sales team, including recruiting and developing first-year ticket sales representatives, managing inbound and outbound sales activity, and partnering across the organization to maximize sales opportunities and long-term growth. The position develops sales campaigns, oversees consumer sales operations and customer service processes, manages team performance and development, and works with internal and external partners on ticket products, pricing, marketing, and race-day execution. The role is onsite five days per week at the Louisville Corporate Office and/or Churchill Downs Racetrack. Attendance at race days and special events is required as business needs dictate; evening, weekend, and holiday work may be required during racing meets, Derby season, and other special events. Work is primarily performed in a business office setting within a sports and entertainment facility. Some facility areas may be noisy and exposed to changing weather conditions. Physical tasks include extended sitting and computer work, administrative and data-entry tasks, moving throughout the workplace, and occasionally lifting office materials weighing up to 20 pounds.

Requirements

Strong leadership, coaching, recruiting, and team-development capabilities, including the ability to establish a motivating and inclusive sales culture.
Excellent interpersonal, written, and verbal communication skills, including the ability to communicate effectively under pressure and against deadlines.
Customer-focused approach, sound judgment, and discretion when recommending ticketing options and event details.
Ability to define problems, collect and analyze data, establish facts, draw valid conclusions, and use metrics and statistics to evaluate performance and return on investment.
Creative, enthusiastic, people-oriented, organized, motivated, and detail-focused, with the ability to manage multiple priorities.
Proficiency in Microsoft Office and related software, and ability and willingness to learn new technologies and sales systems.
Ability to work collaboratively across departments and maintain professional relationships with internal and external partners.
Experience working with high-level clients, including dignitaries, officials, celebrities, premium ticket holders, club members, high-stakes wagerers, and/or members of the thoroughbred racing community.
Extended sitting and computer work, including regular use of a keyboard, mouse, and computer screen.
Ability to handle and organize paperwork and perform repetitive administrative tasks, including data entry and document preparation.
Ability to move throughout the workplace to attend meetings, use office equipment, and interact with colleagues.
Ability to occasionally lift and move office supplies, paperwork, and other materials weighing up to 20 pounds.
Ability to communicate effectively in person, by phone, and through video conferencing.
Onsite work five days per week at the Louisville, KY Corporate Office and/or Churchill Downs Racetrack.
Attendance at race days and special events as business needs dictate; evening, weekend, and holiday work may be required during racing meets, Derby season, and other special events.

Nice To Haves

Bachelor's degree (B.A.) from a four-year college, or an equivalent combination of education and experience.
Two or more years of experience in sports and entertainment.
Proven sales experience managing sales processes and performance in a sports or entertainment venue environment.
Prior experience interacting with the public and/or working knowledge of the horse racing industry.

Responsibilities

Develop and execute consumer ticket sales campaigns and strategies to maximize revenue for the Kentucky Derby, Kentucky Oaks, and other Churchill Downs Racetrack race days through inbound and outbound sales activity.
Grow revenue through face-to-face appointments and phone, video, and email campaigns, evaluating the return on investment of sales approaches.
Monitor general admission sales and consumer reserved seating inventory to ensure online options are available and the purchase flow is efficient.
Partner with leadership on consumer products, upgrades, offerings, and price points, and oversee pricing sheets, collateral, map builds, and other customer-facing sales components.
Assist with the annual budget and achievement of revenue and expense targets.
Plan and lead off-season sales events and represent Churchill Downs Racetrack at internal and external functions.
Recruit, hire, train, mentor, and manage the day-to-day performance of the Consumer Sales team, including first-year ticket sales representatives.
Establish an inclusive, motivating, performance-focused sales culture aligned with Churchill Downs philosophies, department expectations, and company standards.
Plan and execute daily and weekly training on Churchill Downs products and provide year-round coaching and mentoring.
Track individual and team KPIs, inbound and outbound activity, and sales performance, and produce timely, accurate reporting.
Develop and maintain sales incentive programs, contests, and team-building initiatives.
Build relationships with colleges nationwide, attend career fairs, and host sales workshops at Churchill Downs to recruit sales talent.
Partner with ticketing leadership in recruiting and hiring for open sales and service positions.
Participate in sales calls and face-to-face appointments with representatives to support their development and sales execution.
Manage the main Churchill Downs and Kentucky Derby phone lines, coordinating staffing during high-volume periods and overseeing lead warming and distribution.
Coordinate phone tree configuration and monitor phone technology to support timely callbacks and answered calls.
Partner with Derby Experiences and third-party partners to promote consistent service standards across consumer touchpoints.
Monitor Salesforce cases and complaints and ensure customer issues are resolved promptly and effectively.
Work with Marketing, Box Office, Facility Operations, Business Strategy and Analytics, and other internal partners to support consumer sales initiatives and race-day execution.
Support growth of the Churchill Downs brand through appropriate marketing, content, and customer-facing initiatives.
Follow CDI/CDRT policies and procedures, represent Churchill Downs professionally, prioritize workload effectively, and contribute to a respectful team environment.
Perform other duties as assigned.