Lead - Customer Order Management EMEA

We are establishing a new regional role to drive and strengthen Customer Order Management (COM) across EMEA. We are looking for an experienced professional with deep expertise in end-to-end order management processes and a strong track record of leading regional initiatives in an international manufacturing environment. Acting across countries and functions, you will shape and harmonize Order Management practices, elevate customer service performance and influence senior stakeholders in a complex matrix organization.
The role involves approximately 30% travel and can be based in any European country where Sika operates.
Lead Regional Customer Order Management Excellence: Drive the development and continuous improvement of end-to-end COM processes across EMEA, ensuring consistent, efficient and customer-centric ways of working.
Drive Process Harmonization and Standardization: Establish and implement common Customer Order Management standards, best practices and governance frameworks across countries, covering order entry, confirmations, backlog management, prioritization, escalations and delivery coordination.
Enhance Customer Service Performance: Drive improvements in customer experience, service reliability and OTIF performance by addressing process gaps, improving order visibility and strengthening customer communication throughout the order-to-delivery journey.
Strengthen Cross-Functional Collaboration: Act as a regional link between local Customer Order Management teams and Logistics, Planning, Production, Sales and Operations, ensuring alignment between customer expectations and supply chain capabilities.
Drive Performance Management: Establish and monitor service KPIs, dashboards and reporting routines to improve transparency on backlog, order confirmations, delivery commitments and service performance. Lead root-cause analysis and ensure effective improvement actions.
Lead Regional Change and Capability Development: Assess COM maturity across countries, identify improvement opportunities and lead initiatives to strengthen local capabilities through coaching, knowledge sharing, workshops and adoption of best practices.
Influence Senior Stakeholders: Build strong relationships across the regional and local organizations, engage senior stakeholders and drive alignment and commitment to COM transformation initiatives.
Strengthen Risk and Service Governance: Identify recurring service risks, including delays, shortages and supply disruptions, and drive mitigation plans to safeguard customer commitments and ensure consistent service delivery.
Drive Digital and Systems Alignment: Support the harmonization and continuous improvement of ERP/SAP-related order management processes, master data and reporting capabilities across EMEA.
Bachelor's or Master's degree in Supply Chain Management, Business Administration, Operations Management, Industrial Engineering or a related field.
At least 5 years of relevant experience in Customer Order Management, Customer Service or Order-to-Cash within an international manufacturing environment.
Proven experience in a regional, local or cross-functional leadership role, such as Team Lead, Project Manager or Program Manager, preferably within a matrix organization.
Deep understanding of end-to-end order management processes, including order entry, confirmations, backlog management, delivery coordination and customer communication.
Experience with ERP/SAP order management processes, master data and service performance management.
Proven track record in driving process harmonization, defining service standards and improving customer service and OTIF performance.
Strong analytical skills, with experience in KPI monitoring, data interpretation, dashboards and performance reporting.
Excellent communication and stakeholder management skills, with the ability to influence and engage senior stakeholders across functions and countries without direct reporting authority.
Experience in leading cross-functional initiatives, facilitating workshops and driving change in an international matrix organization.
Strong coaching and capability-building skills, with the ability to develop local teams and promote best practices across regions.
Fluency in English (spoken and written); additional European languages are an advantage.
Readiness to travel approximately 30% across EMEA.
Preferred:
Additional certifications (e.g., APICS CPIM/CSCP, Lean Six Sigma)

Skills
Lean Six Sigma, Supply Chain Management, ERP, SAP

Employment type
Full-time

Work arrangement
Hybrid