Kering Global Tech Customer Care Product Manager
- Location
- ParisÎle-de-FranceFrance
- Employment
- Full-Time
- Seniority
- Director
- Department
- Executive & General Management
- Posted
- Jun 3, 2026
About Kering
Kering is a global luxury group renowned for nurturing some of the world’s most influential Houses in fashion, leather goods, jewelry, and eyewear, including Gucci, Saint Laurent, Bottega Veneta, Balenciaga, and Boucheron. As an employer, Kering offers a distinctive environment where creative excellence, entrepreneurial spirit, and long-term sustainability converge. The Group empowers its talents to shape the future of luxury through innovation, craftsmanship, and responsible business practices. With an international culture grounded in diversity, inclusion, and shared ambition, Kering provides meaningful career opportunities for professionals seeking to contribute to exceptional brands while advancing a more sustainable and imaginative luxury industry.
Kering Paris: Global Tech Customer Care Product Manager. Lead Salesforce platform strategy and omnichannel customer experience across 600 agents worldwide.
Role & Responsibilities
- Define and pilot the product vision and Customer Care strategy in close alignment with business teams and heritage houses (Maisons)
- Build and prioritize the global roadmap, ensuring alignment between business objectives, customer experience, and technical constraints
- Lead and develop a multidisciplinary team, fostering a performance-driven and value-oriented culture
- Ensure efficient, high-quality, and controlled delivery through governance, risk management, and continuous improvement
- Oversee platform evolution (Salesforce Service Cloud, AWS, digital tools), guaranteeing integration, performance, and compliance
- Monitor performance via key KPIs and data analytics to inform strategic decisions
- Drive innovation initiatives, particularly in AI (automation, chatbots, analytics), to enhance operational efficiency and customer experience
Qualifications
- Mastery of Salesforce Service Cloud and omnichannel customer care challenges (SLAs, routing, knowledge management)
- Strong agile project management capabilities and disciplined execution practices
- Demonstrated ability to manage budgets and prioritize complex product roadmaps
- Natural leadership with proven capacity to align and mobilize cross-functional teams
- Strategic sense of prioritization and decisive decision-making under ambiguity
- Exceptional cross-functional communication and diplomatic stakeholder management
- Rigorous organizational approach and clarity in complex environments
- Proven ability to delegate effectively and develop talent
Skills
Experience
Extensive experience in product management, technology platform leadership, or customer service operations within luxury, retail, or large-scale enterprise environments. Proven track record of successfully managing global, multi-regional teams and delivering complex, mission-critical platform initiatives. Direct experience with Salesforce Service Cloud ecosystem and omnichannel customer engagement technologies is essential.
Education
Higher education degree in business, computer science, engineering, or related field; alternatively, equivalent professional experience demonstrating product strategy and technical platform management expertise.
Workplace
The role is situated in Paris, Île-de-France, France.
Culture
Kering fosters a dynamic, purpose-driven culture where creativity, entrepreneurship, and collaboration support the distinct identities of its luxury Houses. As an employer, the Group places strong emphasis on sustainability, diversity, and talent development, encouraging people to innovate responsibly while contributing to the future of modern luxury.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Kering, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Platform Product Manager, Customer Care», «Customer Service Technology Product Director», «Omnichannel Care Platform Manager», «Product Lead, Customer Experience Technology», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.