Lead - Customer Order Management EMEA

About the role

Sika is creating a new regional role to drive and strengthen Customer Order Management (COM) across EMEA. You will act across countries and functions to harmonize Order Management practices, improve customer service performance and influence senior stakeholders in a complex matrix organization. The role involves about 30% travel and can be based in any European country where Sika operates.

Key responsibilities

• Drive continuous improvement of end-to-end COM processes across EMEA, keeping them consistent, efficient and customer centric.
• Establish common standards, best practices and governance covering order entry, confirmations, backlog management, prioritization, escalations and delivery coordination.
• Improve customer experience, service reliability and OTIF performance by fixing process gaps and improving order visibility.
• Act as a regional link between COM teams and Logistics, Planning, Production, Sales and Operations.
• Set and monitor service KPIs, dashboards and reporting routines, and lead root-cause analysis and improvement actions.
• Assess COM maturity, coach local teams, run workshops and share best practices.
• Engage senior stakeholders and build relationships across the region and locally.
• Identify recurring service risks such as delays, shortages and supply disruptions and drive mitigation plans.
• Support harmonization of ERP/SAP order management processes, master data and reporting.

Required profile

• 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 experience in Customer Order Management, Customer Service or Order-to-Cash in an international manufacturing environment.
• Proven regional, local or cross-functional leadership experience, preferably in a matrix organization.
• Fluent English; additional European languages are an advantage.
• Willingness to travel about 30% across EMEA.

Required skills

• Deep understanding of end-to-end order management processes.
• Experience with ERP/SAP order management, master data and service performance management.
• KPI monitoring, dashboards and performance reporting.
• Stakeholder management and coaching skills.

Preferred: certifications such as APICS CPIM/CSCP or Lean Six Sigma. Visa sponsorship is not offered and only direct applications will be considered.