Customer Engagement Manager

In order to be considered for this position you will be required to apply, using your SKF email, via the following link:

In accordance with SKF USA recruiting policy, please be advised that to be considered you must:

• Be in your current position for at least 12 months.
• Have received a Full Achievement or higher overall performance rating.
• Notify your current Manager of your application for this position.

Reports to: Director Customer Engagement

Location: Blue Bell, PA

Job ID: 23687

Salary Range: $ 84,000.00 to $ 100,000.00

Recruiter: Kayla Yates

Position Summary

The Customer Engagement Manager is a dynamic leader within the USA Aftermarket Customer Engagement team, responsible for cultivating a high-performance culture centered on customer excellence, team empowerment, and continuous improvement. This role leads a team of Customer Engagement Representatives, drives strategic initiatives that elevate customer experience, fosters employee development, and strengthens cross-functional collaboration.

We are seeking a visionary leader who thrives in a fast-paced environment, inspires others, and is passionate about driving the evolution of our customer-centric culture. This individual will play a critical role in shaping the future of the department and must be a proactive, high-energy self-starter ready to drive immediate results.

Key Responsibilities

Leadership & Team Development

• Lead, coach, and inspire a team of Customer Engagement Representatives to deliver exceptional customer experiences.
• Foster a culture of empowerment, accountability, and continuous learning.
• Identify and develop talent, providing mentorship and growth opportunities.

Customer Experience Strategy

• Set and execute a strategic vision for customer engagement that aligns with the overall vision of the department as well as business goals.
• Ensure consistent delivery of the “wow” factor in every customer interaction.
• Serve as an escalation point for complex customer issues, guiding resolution with empathy and strategic insight.

Cross-Functional Collaboration

• Partner with Sales, Engineering, and other internal teams to drive customer success.
• Lead cross-functional initiatives to improve processes and enhance operational efficiency.

Operational Excellence

• Monitor performance metrics and implement improvements.
• Ensure compliance with SKF policies and maintain a full value chain mindset.

Strategic Communication

• Communicate effectively across all levels of the organization, translating customer insights into actionable strategies.

Qualifications

• Experience: Minimum of 10 years in customer service, customer engagement, or related leadership roles, with a proven track record of managing teams and driving strategic outcomes.
• Leadership: Demonstrated ability to lead, develop, and inspire teams. Experience mentoring others and fostering a culture of growth.
• Strategic Thinking: Strong business acumen with the ability to align customer engagement strategies to broader organizational goals.
• Communication: Exceptional written and verbal communication skills, with the ability to influence and present effectively to diverse audiences.
• Customer-Centric Mindset: Deep commitment to understanding and advocating for customer needs.
• Collaboration: Proven ability to build strong relationships across functions and influence outcomes.
• Technical Proficiency: Proficient in Microsoft Excel and Microsoft Suite; comfortable with data analysis.
• Adaptability: Willingness and ability to travel approximately 30–40% to customer sites, other SKF locations, and internationally to SKF Puebla.

Please note internal candidates will receive a confirmation that they have successfully applied for position.

If you do not receive this confirmation, please verify with the recruiter, (indicated at the top), that your application was indeed received.

This Position is NOT open for International Recruitment.