Product Manager – CRM & Service Enablement (Post-Purchase & Service)

Job Description

Youre not the person who will settle for just any role. Neither are we. Because were out to create Better Care for a Better World and that takes a certain kind of person and teams who care about making a difference. Here youll bring your professional expertise talent and drive to building and managing our portfolio of iconic ground-breaking this role youll help us deliver better care for billions of people around the world. It starts with YOU.

The Kimberly-Clark Professional (KCP) CX & Marketing organization aims to be an innovative customer-first thought leader and invaluable business partner to all industry end users and distributors by providing insights-driven solutions that meet unique needs. The team strives to exceed Channel and End User expectations with unparalleled thought leadership and innovative category technology resulting in relevant solution bundles that maximize KCPs competitive advantage share leadership volume growth and best-in-class partner status. Their Purpose is to unlock quantifiable growth through brand leadership for long-term market dominance. The Vision is to be a united team focused on customer needs innovative marketing and data-driven execution. They prioritize transparency a customer-centric approach data-driven decisions and empathetic collaboration. Upholding values of integrity curiosity tenacity agility and inclusivity the team is committed to continuous improvement and adapting to changes while celebrating diversity as a strength.

The Product Manager for CRM & Service Enablement owns the strategy roadmap and delivery of CRM capabilities that support post-purchase experiencesincluding service delivery case management issue resolution and customer support. This role is accountable for enabling seamless efficient and personalized service experiences across channels and touchpoints.

Working closely with Journey Managers Experience Design Architects and Product Designers this role ensures that CRM capabilitiesprimarily within Salesforce Service Cloudare aligned to journey goals experience blueprints and internal workflows. The Product Manager translates service needs into scalable platform solutions that empower internal teams and elevate the customer experience.

In this role you will:

Product Vision & Strategy

• Define and evolve the CRM product vision for service enablement aligned to post-purchase journey goals and business outcomes.

• Partner with Journey Managers to ensure CRM capabilities support the execution and continuous improvement of service and support journeys.

• Stay attuned to service trends customer expectations and competitive benchmarks to inform product direction.

• Establish a persona-based CRM platform that supports differentiated service experiences and drives internal adoption across service roles.

Cross-Functional Collaboration

• Collaborate with Experience Design Architects to ensure CRM capabilities align with service blueprints and experience architecture.

• Work with Product Designers to translate experience strategy into tangible workflows UI/UX and technical product designs for service agents and support teams.

• Partner with customer care operations and digital teams to capture requirements and prioritize enhancements that improve resolution speed satisfaction and efficiency.

• Strong collaboration with customer-facing self-service portal Product Manager to ensure seamless omnichannel service experience.

Product Delivery & Execution

• Lead product development from discovery through delivery including backlog management sprint planning and release communication.

• Translate roadmap into executable features and user stories in partnership with Product Owners and technical teams.

• Ensure CRM integrations with knowledge bases case management field service logistics and escalation tools are seamless and scalable.

• Track adoption and impact using KPIs such as case resolution time first contact resolution CSAT and agent productivity.

Data & Intelligence Enablement

• Define and maintain a CRM data strategy that supports a 360 customer view and enables AI/ML-driven insights for service personalization and automation.

• Ensure data quality governance and analytics capabilities support proactive service escalation management and customer retention.

• Leverage Salesforce Service Cloud as a system of intelligence to simplify processes and drive automation triage and decision-making.

Change Management & Adoption

• Partner with enablement and change teams to drive adoption of CRM capabilities across service and support teams.

• Communicate product vision roadmap and results to stakeholders and leadership.

• Foster a culture of continuous improvement through feedback loops usability testing and iteration.

About Us

Huggies. Kleenex. Cottonelle. Scott. Kotex. Poise. Depend. Kimberly-Clark Professional. You already know our legendary brandsand so does the rest of the fact millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldnt exist without talented professionals like you.

At Kimberly-Clark youll be part of the best team committed to driving innovation growth and impact. Were founded on more than 150 years of market leadership and were always looking for new and better ways to perform so theres your open door of opportunity. Its all here for you at Kimberly-Clark.

Led by Purpose. Driven by You.

About You

You perform at the highest level possible and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability inclusion wellbeing and career development.

You love what you do especially when the work you do makes a difference. At Kimberly-Clark were constantly exploring new ideas on how when and where we can best achieve results. When you join our team youll experience Flex That Works: flexible (hybrid) work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.

In one of our professional roles youll focus on winning with consumers and the market while putting safety mutual respect and human dignity at the center. To succeed in this role you will need the following qualifications:

• 6 years of product management experience including 3 years working in the Salesforce ecosystem.

• Bachelors degree

• Proven track record of delivering CRM capabilities that drive service excellence and operational efficiency.

• Deep expertise in Salesforce Service Cloud including case management knowledge and automation features.

• Strong understanding of post-purchase service processes escalation workflows and customer support operations.

• Proficiency in agile methodologies backlog management and cross-functional collaboration.

• Ability to translate service needs into technical requirements and user-centric solutions.

Preferred:

• Experience working with Journey Managers Experience Designers and cross-functional product teams.

• Familiarity with service blueprinting experience mapping and workflow design.

• Strong communication and storytelling skills to influence stakeholders and drive alignment.

• Experience with AI/ML data strategy and CRM analytics for service optimization.

• Vendor management and experience with service ecosystem tools (e.g. field service chatbots escalation platforms FourKites).

Total Benefits

Here are just a few of the benefits youd enjoy working in this role for Kimberly-Clark. For a complete overview see .

Great support for good health with medical dental and vision coverage options with no waiting periods or pre-existing condition restrictions. Access to an on-site fitness center occupational health nurse and allowances for high-quality safety equipment.

Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.

Diverse income protection insurance options to protect yourself and your family in case of illness injury or other unexpected events.

Additional programs and support to continue your education adopt a child relocate or even find temporary childcare.

To Be Considered
Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.

In the meantime please check out the careers website.

And finally the fine print.

For Kimberly-Clark to grow and prosper we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world which is why we seek to build a workforce that encompassesthe experiences of our you bring your original thinking to Kimberly-Clark you fuel the continued success of our enterprise. We are a committed equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status sexual orientation gender identity age pregnancy genetic information citizenship status or any other characteristic protected by law.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties responsibilities and skills required for this position.

Employment is subject to verification of pre-screening tests which may include drug screening background check and DMV check.

Veterans and members of the Reserve and Guard are highly encouraged to apply.

Kimberly-Clark will support in-country relocation for the chosen candidate for the role. The benefits provided will be per the terms of Kimberly-Clarks applicable mobility benefits/policy provided will be decided at Kimberly-Clarks sole discretion.

#LI-Hybrid

Grade 8/P4 - grade level and / or compensation may vary based on location/country

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