Customer Engagement Manager
Location: Blue Bell, PA
Salary Range: $101,000.00 to $120,000.00
About SKF:
SKF, reducing friction since 1907, re-imagining rotation for a better tomorrow!
SKF is an industry-leading manufacturer that has been a cornerstone in industrial life. Wherever there are machines or products in motion, SKF bearings are there to reduce friction. SKF drives the industries that support our way of life, powers the machines that put food on the table, and even helps explore the cosmos.
Sustainability is at the heart of everything we do. SKF is on pace to decarbonize all its production facilities by 2030.
We’re guided by our SKF values. Collaboration is critical to the success of our colleagues, partners, and customers. Curiosity and Courage provide a foundation for innovation and advancement. And we do this work out of Care for our people, customers, communities, and the planet.
We’re a company committed to a culture of belonging, where all our people are encouraged to be themselves and grow their careers in an equitable environment.
Learn about SKF at www.skf.com.
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.
What You’ll Love About SKF:
Rest and Relaxation. Enjoy a generous PTO policy and 13 paid holidays.
Work/Life Integration. SKF supports work/life integration, home, family, community, personal well-being and health.
Diversity in the Workplace. ?At SKF, we strive to embed Diversity, Equity and Inclusion in everything we do. By developing a culture of belonging, our people can flourish; leading to an inclusive, equitable environment that promotes leadership, engagement and innovation.
Best in Class Benefits. SKF cares about the wellbeing of our employees. Comprehensive healthcare options to fit your needs and opt out payment. Added benefits include company paid life insurance, STD, LTD. Supplemental benefits include critical illness coverage, tuition reimbursement, employee discount programs, and much more!
Bonus. SKF offers STVS (Short Term Variable Salary) or Sales Incentive based on company performance and at the discretion of management.
Invest in your Future.
Participate in our 401K program that boasts a 10% employer contribution: 100% match up to 5% of your elected contribution (100% Vested) plus an additional 5% company contribution.
Reports to: Director Customer Engagement
Location: Blue Bell, PA
Job ID: 23581
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