At a Glance
- Tasks: Lead customer engagement and operational excellence across the EMEA region.
- Company: Join IPC International, a trusted partner for Subway Franchisees with a collaborative culture.
- Benefits: Enjoy flexible working, excellent benefits, and opportunities for personal development.
- Other info: Be part of a diverse team that values empowerment and collaboration.
- Why this job: Make a real impact in a dynamic environment while driving operational performance.
- Qualifications: Senior experience in operations and customer engagement is essential.
The predicted salary is between 80000 - 100000 £ per year.
High Wycombe – HP11 2EE Hybrid working - 3 days office based
IPC International, the purchasing and supply chain organisation for Subway Franchisees in Europe, has an excellent opportunity for an experienced Director of Customer Operations and Engagement, EMEA to join our team.
The Role
It’s an exciting time for the organisation — IPC International was formed in 2025 by bringing together the IPC EMEA and IPC Asia Pacific teams, to create a single, global business. This role is responsible for delivering Franchisee and customer operational excellence across the EMEA region, ensuring consistent engagement, responsive support and effective deployment of services and capabilities. Taking a lead role in managing a complex series of regional stakeholders including our customer base (Franchisees and Master Franchisees) and stakeholders (i.e. Subway) and working closely with our board to ensure the highest levels of customer and operational excellence. The position ensures that all Franchisee and customer operations, including onboarding, training, communications, insights, and support services, are executed with precision, aligned to international standards, and adapted to regional requirements. The role acts as the primary regional interface between the international customer experience function and in market teams, driving operational performance, proactive issue resolution, and continuous improvement in Franchisee and customer outcomes.
What we’re looking for in you
- Senior experience in operations, customer engagement and service delivery leadership
- Comfortable operating with high degrees of regional autonomy but within an established delivery framework
- Experience in managing a complex set of stakeholders including working closely with a board of directors focused on governance and customer experience
- Ability to balance strategic design with hands‑on delivery
- Strong understanding of Franchise and Master Franchise operating models
- Data‑driven decision‑making; able to translate insights into prioritised improvements and measurable outcomes
- Track record in driving automation and reduction in cost to serve whilst driving higher levels of performance
- Storytelling combined with strong operational communications delivery
- Proven experience leading support operations, issue management, and service deployment activities and engaging the broader business with passion
- Proven experience of leading technology and non-technology support desks, leading in-field account management teams
- Strong analytical capability with experience translating insights into operational improvements
- Excellent stakeholder management and communication skills across diverse markets and cultures.
What will you be doing?
- Leading Franchisee engagement and operational management activities
- Delivering on data analytics
- Stakeholder management and leading on Regional Operating committees
- Strategic leadership
- Regional communications
What is important to us?
Our culture and values are at the heart of everything we do and are an important part of our hiring process. Our three values are:
- We are empowered - we have the freedom to make a difference together.
- We collaborate - we trust and depend on each other. We contribute. We succeed together.
- We deliver on our commitments - we deliver on our commitments together, individually, today and tomorrow.
Our ground rules:
- Be open minded and curious. Open to others’ perspectives
- Say what we mean
- Be ourselves. Bring our opinions and thoughts
- Speak up and surface concerns
- Provide support, understanding and empathy if we slip down the ladder
- Watch for subgroups within our group
- Nurture ourselves and others
Joining a new company can be daunting; we support everyone who has chosen IPC International to develop their career, with:
- A structured onboarding programme.
- Time with the senior leadership team, as well as your colleagues and our Culture Champions.
- Training programmes to develop your skills and ways of working, focusing on feedback and management of work.
- Flexible working between the hours 8am - 6.30pm. We appreciate the juggle of life and home can be challenging and provide opportunities to flex your start and leave times.
- Excellent benefits package including enhanced pension contribution, healthcare, 25 days holiday, salary sacrifice schemes.
- On-site parking
- A chance to volunteer at our nominated charities. In addition, you will get one volunteer day a year to work with your chosen charity.
- Recognition award schemes and a Summer and Winter event each year
We actively support diversity, equity and inclusion and make sure that our employees are valued and treated with dignity and respect. We encourage everyone in our business to reach their potential.
About us
IPC International, created by bringing together two strong teams, IPC EMEA and IPC Asia Pacific, is a go-to and trusted supply chain partner, with over 20 years proven experience supporting Subway Franchisees and rapidly scaling store growth across complex markets. With international coverage through our vast supplier and distributor base, and an unmatched portfolio of services, we support the end-to-end supply chain. All of this is powered by great people, execution and technology.
Director of Customer Engagement & Operations, EMEA employer: IPC International
IPC International is an exceptional employer that prioritises employee growth and well-being, offering a structured onboarding programme and comprehensive training to enhance skills. With a strong emphasis on collaboration, empowerment, and a flexible working environment in High Wycombe, employees enjoy a supportive culture that values diversity and inclusion, alongside an attractive benefits package including enhanced pension contributions and opportunities for community engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Engagement & Operations, EMEA
✨Tip Number 1
Network like a pro! Reach out to current employees at IPC International on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding their values. IPC International is all about empowerment, collaboration, and commitment. Show how you embody these values in your past experiences!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven operational excellence and engaged stakeholders. Make it relatable and impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at IPC International.
We think you need these skills to ace Director of Customer Engagement & Operations, EMEA
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer engagement and operations. We want to see how your skills align with our values and the specific requirements of the role.
Showcase Your Leadership Skills:In your application, emphasise your experience in leading teams and managing stakeholders. We’re looking for someone who can balance strategic thinking with hands-on delivery, so share examples that demonstrate this.
Be Data-Driven:Since data-driven decision-making is key for us, include any relevant metrics or outcomes from your previous roles. Show us how you’ve used data to drive improvements and achieve measurable results.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at IPC International
✨Know Your Stakeholders
Before the interview, research IPC International and its stakeholders, especially the Franchisees and Master Franchisees. Understand their needs and challenges, as well as how the role of Director of Customer Engagement & Operations fits into the bigger picture. This will help you demonstrate your ability to manage complex relationships effectively.
✨Showcase Your Data Skills
Since the role involves data-driven decision-making, be prepared to discuss specific examples where you've used data analytics to drive operational improvements. Bring along metrics or case studies that highlight your success in translating insights into measurable outcomes.
✨Emphasise Collaboration
IPC values collaboration highly, so be ready to share experiences where you've successfully worked with diverse teams or stakeholders. Highlight instances where your collaborative approach led to successful project outcomes, showcasing your ability to build trust and depend on others.
✨Align with Company Values
Familiarise yourself with IPC's culture and values. During the interview, weave these values into your responses. For example, discuss how you empower your team, contribute to collective success, and deliver on commitments. This alignment will show that you're not just a fit for the role, but also for the company culture.
