Customer Engagement Manager

Overview

Position: Customer Engagement Manager

Location: Waukegan, IL

Salary Range: $85,000.00 to $95,000.00

SKF, reducing friction since 1907, re-imagining rotation for a better tomorrow. SKF is an industry-leading manufacturer that supports machines and products in motion, reducing friction with bearings. SKF is committed to sustainability and aims to decarbonize all production facilities by 2030. Our culture emphasizes collaboration, curiosity, courage, care for people, customers, communities, and the planet, and a commitment to belonging and career growth in an equitable environment.

Learn about SKF at

Reports to: Director Customer Engagement

Job : 23920

The Customer Engagement Manager is a dynamic leader within the USA OEM 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. This individual will shape the future of the department and should be a proactive, high-energy self-starter ready to drive immediate results.

• 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 department and 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.

• 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.

• Rest and Relaxation: Generous PTO policy and 13 paid holidays.
• Work/Life Integration: SKF supports work/life integration, including flexible work options where role permits.
• Diversity in the Workplace: SKF is committed to Diversity, Equity and Inclusion, fostering a culture of belonging and inclusion.
• Best in Class Benefits: Comprehensive health care options, life insurance, STD, LTD, tuition reimbursement, employee discounts, and more.
• Bonus: Short Term Variable Salary (STVS) or Sales Incentive based on company performance and management discretion.
• Invest in Your Future: 401(k) with 10% employer contribution, 100% match up to 5% of your elected contribution (100% vested), plus an additional 5% company contribution.

Location: Waukegan, IL

Company information and privacy:

SKF provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. By applying to this job you acknowledge how SKF handles candidate data. Review the SKF Data Privacy Consent Statement.

Note: This description reflects the current role and does not guarantee future duties due to business needs.