• Job Tag: #LI-PB1
• Posted: April 29,2026

I have been retained by The Vomela Companies to help them find their first Vice President of Customer Experience (CX) and Support.  Founded in 1947, the Company has grown significantly through 27–28 commercial printing acquisitions over the past 30+ years growing into a powerhouse in the visual solutions industry that delivers a broad portfolio of solutions and services to its customers.  Today, Vomela is a $650 million manufacturer of specialized vinyl graphics, digital graphics, signs and point of purchase materials for a variety of industries, including graphic designers, the recreational vehicle and boating industries and retailers. In December 2024, The Riverside Company joined as an investor, accelerating their momentum and expansion strategy.  The company is evolving from a family-run structure to a more integrated, matrix organization. 

Vomela is currently undergoing a major transformation toward a unified model consolidating previously independent businesses. They are in the process of transitioning away from legacy processes and systems into a one common practice which creates the necessity for this position.  The company is winning in the marketplace and has an impeccable reputation being known for high quality and customer focused.  They are in the process of creating a world class center for Retail & Commercial operations in Chicago. They have 150-160 digital printers, 12 screen lines, and 10 offset lines.  The firepower is there.

This position will include a base salary, bonus, and equity tied to an event.  
 

Responsibilities

The Vice President of Customer Experience & Support is a strategic, customer obsessed leader responsible for building and leading a world class customer service organization. This role focuses on end to end client journey and drives profitable growth by elevating customer experience, strengthening the sales team's effectiveness, and ensuring customers receive exceptional support throughout their journey. They will define long term strategy, enable sales growth, enhance operational performance, and lead a team that consistently delivers high-quality, scalable service Essential Duties and Responsibilities Strategic Leadership & Vision ? Develop and execute the customer service strategy to support company growth, customer retention, and business objectives. ? Build a unified service model that seamlessly integrates post sales support, customer success, and sales enablement. ? Implement performance metrics that measure customer satisfaction, retention, service efficiency, and revenue impact. ? Serve as the company’s voice of the customer—advocating improvements, influencing cross functional decisions, and shaping long-term plans. Customer Support Excellence ? Lead teams responsible for customer service, technical support, and issue resolution to deliver timely, accurate, and empathetic support. ? Establish scalable, repeatable processes and service standards across all customer touchpoints. ? Implement tools and technologies (CRM, service platforms, analytics) that enhance efficiency and improve customer outcomes. ? Oversee escalation management and ensure rapid resolution of high-impact customer issues. Sales Team Partnership & Growth Enablement ? Establish a proactive support team (s) that will strengthen the sales team’s effectiveness by providing comprehensive sales administration support, project management, and installation coordination. Specialized support needs include: ? Project Management for new customer-facing technology solutions (Flex, Edge, etc.). Responsibilities include site development, deployment, and customer adoption. ? A Product and Pricing team to assist with customer estimates and provide product and internal/external sourcing guidance. ? Installation and logistics coordination. ? Work closely with Sales leadership to create and implement a RACI matrix for Sales and Customer Service to ensure proper and effective handoffs. ? Create programs that equip the sales organization with customer insights, service data, and problem solving resources. ? Partner with Sales and Marketing to improve onboarding, customer education, and post sale transitions. ? Provide strategic input to sales forecasting, customer segmentation, product roadmap, and go to market strategies. Team Leadership & Development Build, mentor, and inspire a high-performing customer service organization aligned around customer experience, quality, accountability, and continuous improvement. Develop leadership bench strength and succession plans. Foster a culture of proactive service, innovation, and operational excellence. Operational & Financial Management ? Collaborate with leadership to enhance standard processes and software for efficient and accurate quote and order administration. ? Conduct meetings to review project quotes before delivering them to the customer, ensuring alignment on pricing strategy, cost assumptions, and timelines. ? As the leader of the customer approval process, I ensure that the customer understands the lead times, art file requirements, deadlines, and applicable rush fees. ? Ensure that all commercial sign-offs from the customer are in place, including purchase orders, change orders, and submittals. ? Set annual budgets for customer service operations and manage resources to maximize efficiency and profitability. ? Use data and analytics to drive decisions around staffing, productivity, and service investments. Lead continuous improvement initiatives that reduce cost to serve while improving quality and customer satisfaction.

Desired Skills and Experience