Vice President, Customer Service

Voyant Beauty•Hodgkins, IL

12d•Remote

About The Position

Voyant Beauty believes our people are more than just employees; they’re the driving force behind everything we achieve. Our culture fosters teamwork, respect, and camaraderie, ensuring that every individual’s contribution is valued and celebrated. We invest in their growth, providing opportunities for development and advancement within our dynamic team. Voyant Beauty is a company that specializes in the development and manufacturing, of beauty, personal and home care products. We work with various brands, retailers, and businesses to create customer formulations and products tailored to their needs. This can include skincare, haircare, bath and body products, fragrances, and more. Essentially, Voyant Beauty serves as a one-stop-shop for companies looking to bring their beauty and personal care product ideas to life. Safety is a core value at Voyant Beauty. We prioritize the well-being of our team members, ensuring a safe and secure environment where everyone can thrive and excel. If you’re seeking to be part of a team where your talents are valued, your safety is paramount, and your efforts contribute to meaningful change, then Voyant Beauty is the place for you. Come join us and be a part of our journey. To support Voyant Beauty’s continued growth and future direction, we are strengthening our commercial organization. This role provides an opportunity to influence how we engage with customers and build scalable commercial capabilities. A Brief Overview The Vice President of Customer Service is responsible for defining and leading Voyant Beauty's enterprise-wide customer service strategy. This role oversees customer service and relationship management teams, ensuring a consistent, high-quality customer experience across all stages of the product lifecycle in a contract manufacturing environment. The VP Customer Service is a senior leader who balances strategic vision with operational execution, builds scalable organizational structures, and leads teams through change. This role partners closely with Sales, Operations, R&D, and other functional leaders to strengthen customer satisfaction, retention, and long-term profitability.

Requirements

10+ years of progressive experience in customer service, customer operations, or commercial leadership (Preferred)
10+ years proven experience leading people leaders and building scalable organizations (Preferred)
10+ years in contract manufacturing, CPG, beauty, personal care, or related industries (Preferred)
10+ years demonstrated success leading change, transformation, or organizational redesign initiatives (Preferred)
Executive-level customer relationship leadership (High proficiency)
People leadership, coaching, and organizational design (High proficiency)
Change management and transformation leadership (High proficiency)
Strategic planning and execution (High proficiency)
Cross-functional collaboration and influence (High proficiency)
Data-driven decision making and KPI management (High proficiency)
Ability to balance customer needs with operational and financial constraints (High proficiency)
Executive communication skills (internal and external) (High proficiency)
Understanding of contract manufacturing and product lifecycle management (Medium proficiency)

Nice To Haves

Master's Degree MBA or related (Preferred)

Responsibilities

Lead and develop the Customer Service organization, including designing organizational structure, defining roles and responsibilities, and building leadership capability across teams. Establish performance expectations, coaching, and succession planning.
Own the end-to-end customer experience strategy, ensuring consistent, proactive communication and service delivery across accounts. Set standards for customer engagement, escalation management, and service excellence.
Partner cross-functionally with Sales, Operations, R&D, Supply Chain, and Finance to align customer expectations with operational capabilities and business priorities. Serve as a senior escalation point for complex customer issues.
Drive change and continuous improvement, leading initiatives to enhance service processes, tools, metrics, and governance. Use customer feedback, KPIs, and operational data to guide decisions.
Oversee customer performance metrics, including satisfaction, retention, service levels, and issue resolution. Translate insights into actionable improvement plans and executive-level reporting.
Support growth and scalability, ensuring customer service capabilities evolve with new customers, products, and business expansion. Contribute to commercial strategy and long-term planning.
Serve as an executive sponsor for key customer relationships
Lead and support organizational change initiatives impacting customer experience
Establish governance models for customer service operations and escalation
Ensure adherence to company policies, quality standards, and regulatory requirements