Vice President, Customer Service

Voyant Beauty•Hodgkins, IL

15d•Remote

About The Position

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

Bachelor's Degree (Required) or
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