ERP & CRM Business Partner

Job description

Competitive Salary & Company Benefits | Leicester

Monday to Friday, 9.00am - 5.00pm (potential for flexibility on start/end times based on 7.5hrs/day)

Are you looking to work for a rapidly growing UK Pharmaceutical company, who are passionate about improving patients’ lives across the world?

Aspire Pharma is an asset-light pharmaceutical manufacturer. It licenses and develops niche pharmaceutical products that offer innovative formulations, value for money for payors, and reliable supply arrangements in markets which are often underserved. The business has a highly diversified portfolio of more than 250 products across a number of categories, including branded specialty products and unbranded niche generics in therapeutic areas such as urology, ophthalmology, CNS and dermatology.

Do you want to be part of the journey?

If so, here is your chance!

The Role

The ERP & CRM Specialist is responsible for the oversight, administration, development and continuous improvement of the Company’s Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems, ensuring they are stable, secure, well controlled and aligned with business needs. Working within the Technology team and reporting to the CIO, the post holder acts as the main point of expertise for both platforms. As the Company’s managed service provider (MSP) provides ERP support, the role does not deliver that support itself; instead it manages the MSP and is responsible for the core ERP changes the MSP delivers. The post holder works closely with Finance, Commercial, Supply Chain, Quality and Operations colleagues to translate business requirements into effective system solutions. As the Company operates in a regulated healthcare environment, the role ensures that changes to business-critical systems are managed, tested and documented in line with GxP and data integrity expectations.

Job requirements

Experience

Essential

• Minimum of 3 years’ experience supporting or administering ERP and/or CRM systems in a commercial environment

• Experience of gathering requirements, configuring systems, testing (including UAT) and releasing changes under formal change control, including managing changes delivered by an external managed service provider

• Experience of data management, reporting and system integrations or migrations

Desirable

• Experience within a regulated sector such as pharmaceuticals, medical devices or healthcare, including working with validated (GxP) systems

• Experience of managing third-party software vendors and implementation partners

Qualifications

Essential

• Experience with Dynamics (Business Central) ERP

• Experience with the VEEVA (Portfolio of applications)

Desirable

• Vendor certification in the Company’s ERP and/or CRM platform

• ITIL Foundation or equivalent service management qualification

• Project management qualification (e.g. PRINCE2, Agile) and/or training in GAMP 5 computerised system validation

• Degree in Information Technology, Computer Science, Business Information Systems or a related discipline, or equivalent practical experience

Job responsibilities

ERP Administration & Oversight - Oversee and administer the ERP system on behalf of the business, including user access requests and security roles, master data, workflows and month-end/period-end system requirements; manage and analyse incidents and service requests with the MSP, which provides ERP support, and escalate where agreed service levels are not met.

CRM Administration & Development - Administer and develop the CRM platform, including customer and account data, sales and service workflows, dashboards and automations, to support the Commercial and Customer Service teams and improve the customer experience.

Business Analysis & Requirements - Work with stakeholders to gather, challenge and document business requirements and process maps; propose pragmatic, cost-effective system solutions and support the prioritisation of the ERP/CRM development backlog.

Integration & Data Management - Maintain the integrity, accuracy and consistency of data across ERP, CRM and connected systems; support interfaces, data migrations, imports/exports and data clean-up activities, and apply agreed data governance standards.

Change, Release & Validation - Own and manage changes to the ERP, including core changes delivered by the Company’s managed service provider (MSP): define and agree scope, priorities and costs with the MSP, oversee delivery, and ensure each change follows the Company’s change control process, including impact assessment, testing and user acceptance testing (UAT), release and rollback planning; produce and maintain validation and other documentation for GxP-relevant computerised systems.

Service Management - Act as the business-facing point of contact for ERP incidents, service requests and problems: triage and log them with the MSP, track them to resolution within agreed service levels, challenge root cause analysis and recurring issues, maintain knowledge articles and report on system and MSP performance.

Reporting & Analytics - Design, build and maintain operational and management reports and dashboards from ERP and CRM data, enabling timely, accurate decision-making across the business.

Training & User Adoption - Deliver training, guidance and user documentation to colleagues; promote best practice and adoption of the ERP and CRM systems and act as a point of contact for super-users.

Vendor & Supplier Management - Act as the day-to-day contact for the ERP MSP, ERP and CRM software vendors and implementation partners; monitor service delivery and performance against agreed service levels, licences and upgrades, and support contract and supplier reviews.

Continuous Improvement & Projects - Identify and deliver process and system improvements and automation opportunities; contribute to technology projects and upgrades, including planning, testing, deployment and post-implementation review.

Job benefits

Why Join Us?

Here at Aspire we offer our employees a range of benefits, including, but not limited to:

• 25 days’ holiday plus Bank Holidays.

• 2 Corporate Social Responsibility (CSR) days per year.

• Company Bonus Scheme.

• Life Assurance cover of 4 x annual salary.

• Pension scheme.

• Learning and Development opportunities

• Excellent opportunities for progression due to the recent expansion of our company