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.
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 brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.
At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact. We’re founded on more than 150 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity. It’s 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, we’re constantly exploring new ideas on how, when, and where we can best achieve results. When you join our team, you’ll 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, you’ll 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.
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.
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 you’d enjoy working in this role for Kimberly-Clark. For a complete overview, see www.mykcbenefits.com.
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 encompasses the experiences of our consumers. When 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-Clark’s applicable mobility policies. The benefits/policy provided will be decided at Kimberly-Clark’s sole discretion.
#LI-Hybrid
Grade 8/P4 - grade level and / or compensation may vary based on location/country
Salary Range: 127,600 – 157,600 USD. At Kimberly-Clark, pay is just one aspect of our total rewards package, which also includes a variety of benefits and opportunities to achieve, thrive and grow. Along with base pay, this position offers eligibility for a target bonus and a comprehensive benefits suite, including our 401(k) and Profit Sharing plan. The anticipated base pay range for this role is provided above for a fully qualified hire. Actual pay will depend on several factors, such as location, role, skills, performance, and experience. Please note that the stated pay range applies to US locations only.
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