Aspire Pharma
ERP & CRM Business Partner
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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.
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 computerized system validation
- Degree in Information Technology, Computer Science, Business Information Systems, or a related discipline, or equivalent practical experience
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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 analyze 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 prioritization 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 computerized 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, licenses, 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.
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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.
- Employee Assistance Program.
- Learning and Development opportunities.
- Excellent opportunities for progression due to the recent expansion of our company.
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