Lead - Customer Order Management EMEA

Sika AG; Utrecht; Remote; EUR 90,000 - 120,000; Full time

Job summary

Sika AG, a leading specialty chemicals company, is expanding its Customer Order Management leadership across EMEA. The role focuses on harmonizing end-to-end COM processes, improving OTIF and customer experience while coordinating with Logistics, Planning, Production and Sales in a matrix environment.

Based in Europe with ~30% travel, you will drive standards, governance and capability development, coaching local teams to adopt best practices and ensuring robust cross-functional collaboration

Qualifications

• 5+ years of experience in Customer Order Management, Customer Service or Order-to-Cash within an international manufacturing environment.
• Experience in regional, local or cross-functional leadership 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 and improving OTIF performance.
• Strong analytical skills with KPI monitoring, data interpretation, dashboards and performance reporting.
• Excellent communication and stakeholder management skills to influence 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, 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.

Responsibilities

• Lead Regional COM Excellence: develop and continuously improve end-to-end COM processes across EMEA, ensuring consistent, efficient and customer-centric ways of working.
• Drive Process Harmonization and Standardization: establish common COM standards, best practices and governance across countries, including order entry, confirmations, backlog management and delivery coordination.
• Enhance Customer Service Performance: improve customer experience, service reliability and OTIF by addressing gaps and strengthening communication.
• Strengthen Cross-Functional Collaboration: act as regional link between local COM teams and Logistics, Planning, Production, Sales and Operations.
• Drive Performance Management: set up KPIs, dashboards and reporting; lead root-cause analysis and improvement actions.
• Lead Regional Change and Capability Development: assess COM maturity, identify improvements, coach and run workshops.
• Influence Senior Stakeholders: build relationships and drive alignment to COM transformation initiatives.
• Strengthen Risk and Service Governance: identify risks and drive mitigation plans to safeguard commitments.
• Drive Digital and Systems Alignment: support ERP/SAP alignment for order management processes, master data and reporting.

Skills

Regional leadership

Cross-functional leadership

KPI monitoring

Dashboards

Stakeholder management

Communication

Coaching

Data interpretation

Process improvement

Travel readiness

Education

Bachelor's or Master's in SCM/Operations/Business

Tools

SAP

Job description

Sika is a specialty chemicals company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protection in the building sector and industrial manufacturing. Sika has subsidiaries in 103 countries around the world and, in over 400 factories, produces innovative technologies for customers worldwide. In doing so, it plays a crucial role in enabling the transformation of the construction and transportation sector toward greater environmental compatibility. With more than 33,000 employees, the company generated sales of CHF 11.20 billion in 2025.

Job Description

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.

Qualifications

• 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)

Additional Information

• We offer intensive training and interesting perspectives for anyone who wants to build a career
• Sika is like a global SME: With subsidiaries in more than 100 countries around the world. This begins in Switzerland and breaks down borders allowing exciting prospects all around the world
• The chance to bring new ideas, interesting areas for development, and taking responsibility early on are some of the key factors that drive Sika's pioneering spirit

We look forward to your application. For this position visa sponsorship is not offered and only direct applications will be considered. For any further information please reach us at [e-mail]

We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based skills relevant to the position, education and/or training. We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.