At a Glance
- Tasks: Lead customer operations strategy and enhance engagement across the EMEA region.
- Company: Join IPC International, a dynamic supply chain partner for Subway Franchisees.
- Benefits: Hybrid working, collaborative culture, and opportunities for significant impact.
- Other info: Be part of a transformative journey with a supportive executive team.
- Why this job: Shape the future of customer engagement in a fast-paced international environment.
- Qualifications: Extensive leadership experience in customer operations and strong stakeholder management skills.
The predicted salary is between 63000 - 77000 £ per year.
IPC International, the purchasing and supply chain organisation for Subway Franchisees in EMEA and APAC, has an excellent opportunity for an experienced Director of Customer Operations and Engagement, EMEA to join our team. 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. As part of the business transformation, we are now looking for an experienced Director of Customer Engagement & Operations to lead our customer operations strategy across the EMEA region.
This is a high-impact leadership role responsible for delivering operational excellence, strengthening customer and franchisee engagement, and ensuring a consistently outstanding experience across a diverse international network. The role will be leading a multi-discipline team within customer engagement and operations including support desk, technology support desk, in-market engagement teams and Master Franchisee and customer support teams. If you're an influential leader who thrives in a fast-paced international environment and enjoys balancing strategic thinking with hands-on execution, we'd love to hear from you.
As Director of Customer Engagement & Operations, EMEA, you will own the end-to-end customer and franchisee operational experience across the region. You'll be responsible for building strong relationships with franchisees and customers, leading support operations, overseeing service deployment and change initiatives, and ensuring operational excellence is embedded across every stage of the customer journey. You'll work collaboratively across multiple functions to deliver exceptional service, improve operational performance, and provide the insight needed to influence strategic decisions at both regional and international levels.
Working closely with our executive leadership team, regional board, customers, franchisees and strategic partners, you'll shape how we engage, support and enable our customers while driving operational performance, continuous improvement and service innovation.
What You'll Be Responsible for:
- Customer & Franchisee Engagement
- Operational Leadership
- Customer Support & Service Delivery
- Service Deployment & Change Management
- Stakeholder Leadership
About You:
You'll be an accomplished operational leader with extensive experience delivering customer excellence across complex, international organisations. You'll bring:
- Significant leadership experience in customer operations, service delivery or customer engagement
- Experience working within franchise or multi-site operating environments
- A proven ability to influence senior stakeholders, including executive leadership teams and boards
- Strong commercial awareness combined with operational excellence
- Experience leading customer support functions and service delivery teams
- A track record of driving continuous improvement, automation and operational efficiency
- Excellent analytical skills with the ability to turn data into actionable insights
- Outstanding communication, relationship-building and stakeholder management skills
- The ability to operate confidently across multiple countries, cultures and functions
- A hands-on leadership style with the ability to balance strategy and execution
Why Join Us?
This is an opportunity to make a significant impact across an international organisation at an exciting stage of growth and transformation. You'll work alongside a collaborative executive team, influence strategic direction, and help shape the future of customer engagement across the EMEA region while leading initiatives that deliver measurable value for customers, franchisees and the business.
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.
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.
High Wycombe – HP11 2EE
Hybrid working - 3 days office based
Director of Customer Engagement and Operations, EMEA employer: IPCI Nw Roofing & Cladding Consultants
IPC International is an exceptional employer that fosters a collaborative and empowering work culture, making it an ideal place for professionals seeking to make a significant impact in customer engagement and operations. With a strong focus on employee growth and development, team members are encouraged to innovate and contribute to the company's transformation journey across the EMEA region. The hybrid working model and commitment to operational excellence ensure that employees enjoy a balanced work-life experience while being part of a dynamic international team.
Contact Details:
IPCI Nw Roofing & Cladding Consultants Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Engagement and Operations, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IPCI Nw Roofing & Cladding Consultants. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IPCI Nw Roofing & Cladding Consultants before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director of Customer Engagement and Operations, EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IPCI Nw Roofing & Cladding Consultants:Your cover letter is your chance to shine! Tell us why you want to work at IPCI Nw Roofing & Cladding Consultants specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IPCI Nw Roofing & Cladding Consultants!
How to prepare for a job interview at IPCI Nw Roofing & Cladding Consultants
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
