Regional Head of 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 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