Product Manager CRM

Join to apply for the Product Manager CRM & Service Enablement (Post-Purchase & Service) role at Kimberly-Clark 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, we need a certain kind of person who cares about making a difference. Here, youll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, youll help us deliver better care for billions of people around the world. It starts with YOU. In This Role 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. 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). Benefits Here are just a few of the benefits youd enjoy working in this role for Kimberly?Clark. For a complete overview, see www.mykcbenefits.com. 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. Apply 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. #J-18808-Ljbffr