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

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

Job Description

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, and that takes a certain kind of person and teams who care 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. 

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 KCP's 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 experiences—including 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 capabilities—primarily within Salesforce Service Cloud—are 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....