Product Manager – CRM & Service Enablement; Post-Purchase & Service

Join to apply for the Product Manager – CRM & Service Enablement (Post-Purchase & Service) role at Kimberly-Clark

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, we need a certain kind of person who cares about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll help us deliver better care for billions of people around the world.

It starts with YOU.

• 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.
• Collaborate with Experience Design Architects to align CRM capabilities 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.
• 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.
• 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.
• 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.

• 6+ years of product management experience, including 3+ years working in the Salesforce ecosystem.
• Bachelor’s 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.

• 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, Four Kites).

Here are just a few of the benefits you’d enjoy working in this role for Kimberly‑Clark. For a complete overview, see

• Medical, dental, and vision coverage options with no waiting periods or pre‑existing condition restrictions.
• On‑site fitness center, occupational health nurse, and safety equipment allowances.
• Flexible savings and spending accounts.
• Income protection insurance options.
• Educational, relocation, and temporary childcare support programs.

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.