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: Supportive onboarding and a commitment to diversity and inclusion.
- Why this job: Make a real impact in a dynamic environment while driving customer success.
- Qualifications: Senior experience in operations and stakeholder management required.
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. Plus, we also provide breakfast and lunch items in the office!
- 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 in High Wycombe employer: IPC International
IPC International is an exceptional employer that prioritises employee growth and engagement, offering a structured onboarding programme and comprehensive training to enhance skills. With a flexible hybrid working model based in High Wycombe, employees enjoy a supportive culture that values collaboration, diversity, and individual contributions, alongside an attractive benefits package including enhanced pension contributions and volunteer opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Engagement & Operations, EMEA in High Wycombe
✨Tip Number 1
Network like a pro! Reach out to current or former employees at IPC International on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding IPC's values and culture. Think about how your experience aligns with their mission of collaboration and empowerment. Show them you’re not just a fit for the role, but for the team!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven operational excellence and engaged stakeholders in previous roles. This will help you stand out as a candidate who can deliver results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining IPC International.
We think you need these skills to ace Director of Customer Engagement & Operations, EMEA in High Wycombe
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 the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Stakeholder Management Skills:Since this role involves managing a complex set of stakeholders, it’s crucial to demonstrate your experience in this area. Share specific examples of how you've successfully engaged with diverse groups and driven results.
Be Data-Driven:We love candidates who can make decisions based on data! Include any experiences where you’ve used analytics to improve operations or customer engagement. This will show us that you can translate insights into actionable outcomes.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at IPC International
✨Know Your Stakeholders
Before the interview, research the key stakeholders you'll be working with, including Franchisees and Master Franchisees. Understanding their needs and challenges will help you demonstrate your ability to manage complex relationships effectively.
✨Showcase Your Data Skills
Prepare examples of how you've used data-driven decision-making in previous roles. Be ready to discuss specific metrics you've improved and how those improvements impacted customer engagement and operational excellence.
✨Emphasise Your Leadership Style
Think about your leadership approach and how it aligns with IPC International's values. Be prepared to share stories that illustrate your collaborative spirit and commitment to delivering on promises, as these qualities are crucial for the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to drive continuous improvement. Practice articulating your thought process and the steps you would take to resolve issues or enhance operations.
