Customer Communication Management Consultant

Posted 6 hours 26 minutes ago by Conexus

48 000,00 € Annual
Permanent
Not Specified
Other
Brussel, Belgium
Job Description

Customer Communication Management (CCM) Consultant

The role

As a Customer Communication Management (CCM) Consultant, you will help clients design and implement technology that creates, manages and distributes high-volume customer communications.
You will be part of the SAP Digital Content Services (DCS) team and will work primarily with OpenText CCM and related enterprise communication technologies, including solutions that integrate with SAP.
This is a client-facing functional/technical consulting role. You will analyse how organisations currently produce communications such as invoices, statements, confirmations and regulatory documents, then help design and implement more automated, scalable and multi-channel solutions.
Previous hands-on OpenText experience is valuable, but it is not necessarily required. Candidates with relevant experience in other CCM, output-management, document-generation or workflow-automation technologies can also be considered.

What you will do

Analyse customer communication processes

You will:

  • Analyse how clients currently create, approve and distribute customer communications.
  • Identify manual processes, inefficiencies and opportunities for automation.
  • Gather requirements from business and IT stakeholders.
  • Understand requirements relating to content, templates, business rules, approvals and delivery channels.
  • Translate business communication requirements into clear functional and technical requirements.

Design CCM solutions

You will:

  • Help design scalable Customer Communication Management and enterprise output-management solutions.
  • Design communication processes covering channels such as:
    • Print
    • Email
    • Digital communications
    • Customer portals
  • Help define templates, dynamic/personalised content, business rules and communication workflows.
  • Design solutions capable of supporting high-volume communications such as:
    • Invoices
    • Account statements
    • Order or transaction confirmations
    • Regulatory communications
    • Other customer correspondence
  • Recommend approaches that improve automation, consistency and the customer communication experience.

Implement and integrate solutions

You will:

  • Configure and implement CCM and enterprise output-management solutions.
  • Work primarily with OpenText CCM and depending on the project, other communication technologies.
  • Support integrations between CCM platforms, SAP and other enterprise applications.
  • Configure document templates, dynamic content and communication workflows.
  • Support multi-channel document generation and distribution.
  • Test solutions and help resolve functional or technical issues.
  • Work with SAP, integration and other technical teams to ensure solutions operate correctly end to end.

Client engagement

You will:

  • Participate in and facilitate workshops with business and IT stakeholders.
  • Present solution options and recommendations to clients.
  • Explain technical concepts in clear business language.
  • Advise clients on CCM and communication-management best practices.
  • Collaborate with cross-functional teams throughout implementation.

What we are looking for

Essential experience and skills

You should have:

  • At least 2 years of relevant professional experience in one or more of the following:
    • Customer Communication Management (CCM)
    • Enterprise output management
    • Document generation or document automation
    • Communication workflow automation
    • Enterprise communication platforms
  • Experience working with document-generation, communication or workflow-based systems.
  • Understanding of multi-channel communication across channels such as print, email, digital and portals.
  • The ability to gather business requirements and translate them into structured functional or technical solutions.
  • Strong analytical and problem-solving skills.
  • Good communication and interpersonal skills.
  • The ability to work effectively with both business and technical stakeholders.
  • A client-focused and results-oriented approach.
  • A Bachelor's degree in Computer Science, IT, Business Administration, Communications or a related discipline.
  • Professional fluency in English.
  • Professional fluency in at least one of Dutch or French.
  • The right to work in Belgium.

Technology experience

Experience with a specific CCM product is valuable, particularly:

  • OpenText CCM
  • Adobe Experience Manager
  • Quadient
  • Comparable CCM or enterprise output-management platforms

Because this role will involve OpenText CCM, prior OpenText experience is particularly relevant. However, strong experience with an equivalent CCM platform can also provide a good foundation for the role.

Experience that is advantageous

The following would strengthen your profile but is not essential:

  • Hands-on OpenText CCM experience.
  • Experience with another major CCM platform such as Adobe Experience Manager or Quadient.
  • SAP Output Management experience.
  • Experience integrating CCM or document-generation platforms with SAP.
  • Experience designing document templates or dynamic/personalised content.
  • Experience designing communication workflows.
  • CRM system experience.
  • Customer-data or customer-analytics experience.
  • Experience with high-volume enterprise document generation.
  • Experience working in regulated industries such as:
    • Financial services
    • Insurance
    • Healthcare
  • Experience with Agile delivery methodologies.
  • Professional fluency in both Dutch and French.

What success looks like at Consultant level

You should be able to:

  • Understand the communication process: Follow how a communication moves from business data through document generation, approval and delivery to the customer.
  • Translate requirements: Turn business communication needs into structured system, template and workflow requirements.
  • Design practical solutions: Help determine how templates, content, rules, workflows and delivery channels should work together.
  • Implement solutions: Configure and test CCM/output-management functionality and support successful deployment.
  • Work across systems: Understand how the CCM platform needs to interact with SAP and other enterprise applications.
  • Work directly with clients: Gather requirements, participate in workshops and explain proposed solutions clearly.
  • Develop your specialism: Build deeper OpenText CCM, SAP integration and communication-architecture expertise through project experience.

This role is best suited to someone with 2+ years of experience in CCM, output management, document automation or related enterprise communication technology who wants to develop deeper expertise in OpenText CCM and SAP-integrated customer communication solutions.