How to Hire an Internal ERP Expert
Part I - Internal vs External
At Commerce Thinking, we help retail businesses integrate and optimise ERP systems, making sure they work seamlessly with your operations. But as much as we can support you in getting the system up and running, there’s no substitute for having someone in-house who really understands the ins and outs of your ERP. Having an internal expert means quicker decisions, deeper insights into how the system can be adapted for your specific needs, and ultimately, more control over the long-term success of the platform.
Hiring the right ERP expert, however, is a challenge. The skills required can be niche, and the balance between internal promotion and external recruitment isn’t always straightforward. While we’ve worked with clients to hire for these roles, we’ve also seen success stories where businesses train up existing employees—particularly those who already understand the operational flow of the company.
So how do you decide whether to train someone internally or bring in fresh expertise? And what should you be looking for in the first place? This article will help you navigate those questions and find the right ERP expert to support your business.
Defining the Role: Who Do You Really Need?
Not all ERP roles are created equal. Hiring the right person is about more than just filling an immediate need—it’s about setting your business up for future success. As your company grows, your ERP system will need to evolve. It’ll likely become more complex, integrating with new technologies and managing larger volumes of data. The person you hire today will need to guide you through this growth, or you may need to rethink the role as your business develops.
Before hiring, ask yourself: Where is the business going in the next 3 to 5 years? Will your ERP system need to support new sales channels, international expansion, or advanced automations? These factors will influence how sophisticated your ERP system needs to be—and who you’ll need to manage it both now and in the future.
If you anticipate significant growth, you’ll want to hire someone who can handle that complexity. The right hire today could save you time, money, and the headache of constantly adapting your ERP to fit your growing business. Here’s a breakdown of the key roles to consider:
Systems Administrator
A systems administrator is ideal for businesses that are in the early stages of implementing an ERP system or have relatively straightforward operations. This role focuses on the day-to-day running of the system—managing scripts and flows, resolving technical issues, and ensuring everything runs smoothly.
However, while technical skills are crucial, it’s just as important that this person can adapt as the business grows. A strong systems administrator with a problem-solving mindset can develop their expertise as your ERP becomes more deeply embedded in your operations.
That said, if your business is set to grow rapidly, or your ERP setup is already becoming more complex, you’ll want to think ahead. A systems administrator may not be enough to future-proof your operations—you may need a systems manager or director to handle more strategic oversight.
ERP (NetSuite) Developer
An ERP (NetSuite) Developer is essential for businesses that need to go beyond standard NetSuite capabilities. This role focuses on creating custom scripts, integrations, and workflows to fit the unique needs of your business, tailoring NetSuite’s functionality to drive efficiency and adapt to complex requirements. A developer’s expertise in SuiteScript and API integrations ensures that your ERP system not only operates smoothly but also aligns perfectly with your processes, delivering a seamless user experience.
If your ERP setup involves deep customisation or needs to integrate with multiple platforms—from e-commerce tools to third-party logistics—a NetSuite developer is your go-to. They’ll address technical challenges, streamline workflows, and future-proof your ERP, allowing your business to scale effortlessly as you grow.
Systems Manager
A systems manager is suited for businesses that are starting to experience more operational complexity. As your company grows, you’ll likely integrate your ERP with various systems, from finance and inventory to supply chain and customer service. Managing these integrations requires someone who can think strategically about how the ERP system interacts with every department.
The systems manager is responsible for ensuring that these integrations are efficient and that your teams are getting the most out of the ERP system. If your business plans include expanding into new markets, adding new products, or incorporating more advanced automations, a systems manager will be key to ensuring your ERP can scale accordingly. Managing these integrations efficiently is crucial, especially during high-demand periods when your ERP needs to perform seamlessly under pressure. Find out more about common ERP struggles during peak times here.
Systems Director
For businesses with ambitious growth plans, complex workflows, or international operations, a systems director is essential. This person isn’t just responsible for the day-to-day operations of the ERP system—they’re responsible for its long-term strategy and alignment with your overall business goals.
A systems director will oversee the entire ERP landscape, managing major upgrades, customisations, and system redesigns to support your growth. They’ll work closely with C-level executives to ensure the ERP system supports business objectives, stays ahead of industry trends, and adapts to new regulatory or technological changes.
As your ERP system plays a central role in supporting long-term business goals and handling major customisations, a comprehensive ERP strategy becomes crucial. Read more about why an all-in approach to ERP might be the right move for your business here.
Internal vs External: Which Route Makes Sense?
When hiring an ERP expert, you have two primary options: look externally for someone with direct ERP experience or promote from within by training existing employees. Both options have their merits, but which route makes the most sense for your business? The decision depends on your current team, your timeline, and the complexity of your ERP setup.
Internal Hiring: Leveraging Existing Talent
One of the biggest advantages of hiring from within is that your employees already understand your business. They know how your operations work, they’re familiar with your processes, and they’ve likely already been exposed to the ERP system. Training someone internally not only saves on recruitment costs but also reduces the onboarding time. Instead of spending months searching for an external candidate who fits your culture, you can tap into employees who are ready to hit the ground running.
For businesses that are early in their ERP journey, internal promotion can be a particularly effective route. You don’t always need a fully-fledged ERP expert to begin with; often, someone from customer support, finance, or operations who works with the system daily can transition into a more technical role.
“At Gymshark, we moved people from customer service and logistics teams into technical ERP roles because they were already using the system. They understood the operational flow, and that foundation made the technical training much easier.”
- Maxime Ossieur, Commerce Thinking
Here’s where internal hiring shines:
Customer Support Team: Employees in customer support often deal with operational workflows on a day-to-day basis. They understand the processes and pain points of your business better than anyone else, making them ideal candidates to transition into an ERP administrator or manager role.
Finance Team: Those working in finance are already familiar with the intricacies of data, reporting, and often work closely with systems like NetSuite. With the right training, they could make a natural transition into managing or overseeing your ERP system.
Internal hires don’t always need to come with technical experience. If they’re proficient with tools like Excel, or if they’re already solving operational problems using internal systems, they can usually be trained in the technical side of ERP management within a few months.
Of course, this strategy works best if you already have a senior ERP expert or technical lead who can mentor the internal hire. Without this existing expertise, it may be necessary to first hire someone externally who can then help train your team.
One of the key advantages of promoting internally is the ability to streamline the onboarding process. Employees already understand the business, making them quicker to adapt to the ERP system. With the right support, internal hires can grow into the role just as effectively as external candidates
Luke Plane, Founder, Fulfilled Talent
External Recruitment: Bringing in Experience
While internal promotion has its benefits, there are cases where bringing in an external expert is the right move. If your ERP system is already deeply integrated into every facet of your operations, or if you’re scaling rapidly and need someone who can handle advanced customisations, hiring an experienced ERP professional may save you time and avoid costly mistakes.
External candidates often come with a wealth of hands-on experience, having worked across multiple ERP platforms or industries. They’re more likely to be familiar with advanced automations, system integrations, and complex workflows. This experience can be invaluable, particularly if you’re looking to scale quickly or if your ERP setup has already reached a level of complexity that requires expert handling.
However, external recruitment comes with its own set of challenges:
Longer Hiring Process: Finding the right external candidate can take 6 to 12 months, especially for niche ERP platforms like NetSuite. It’s a competitive market, and candidates with the right experience are in high demand.
Higher Costs: Not only is external recruitment more expensive, but hiring an experienced candidate also typically means offering a higher salary package, especially if they’re bringing deep technical knowledge or experience from a similar industry.
That said, external candidates can bring a fresh perspective. They may have insights into how other businesses in your industry are using ERP systems or best practices that could improve your operations. If you’re struggling to find someone internally with the right mix of skills, going external might be the faster path to success.
External hires bring a fresh perspective, especially when your ERP system is integrated across multiple departments or requires complex customisation. In e-commerce, where automation and data-driven decisions are vital, an external ERP expert can help uncover efficiencies that may have otherwise been overlooked.
Luke Plane, Founder, Fulfilled Talent
Weighing the Pros and Cons
In an ideal world, you’d strike a balance between internal promotion and external recruitment. If you have talented employees who already understand the business and the system, training them up can save you time and money. However, if your ERP setup is complex or if you’re in a rush to fill the position, hiring someone with external experience might be the best option.
The decision often comes down to:
Timeline: How quickly do you need the role filled? If you can afford a few months to train someone, internal hiring is a great option. But if the system is already under strain, or if you’re facing rapid growth, external recruitment could offer a quicker fix.
Complexity: If your ERP system is relatively simple and still being integrated into your business, internal hires can usually be trained to handle the technical side. But for more advanced systems with customisations and integrations across multiple departments, an experienced external hire may be required.
Cost: Recruiting externally is almost always more expensive, but it can save you time and ensure you’re getting someone with the skills needed to take your ERP system to the next level. On the other hand, promoting internally and investing in training is often more cost-effective, especially if you already have senior team members who can mentor the new hire.
Finding the right ERP expert is about setting your business up for long-term success. Whether you decide to nurture internal talent or bring in seasoned external expertise, the key is aligning the role with your company’s future vision and immediate needs. Internal hires can provide valuable operational insights, while external experts bring advanced technical skills and a fresh perspective.
If you’re eager to explore the specific skills to look for when hiring or training an ERP expert, stay tuned for the next part of this series. And don’t forget to subscribe for part II—you won’t want to miss the deep dive into the capabilities that can drive your ERP system to its full potential.