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.