Director of Customer Engagement & Operations, EMEA

IPC International; High Wycombe; On-site; GBP 80,000 - 100,000; Full time

Benefits offered by this job

Enhanced pension contribution

Healthcare benefits

25 days holiday

Flexible working hours

On-site parking

Volunteer opportunities

Recognition awards

Job summary

IPC International is searching for a Director of Customer Operations and Engagement for the EMEA region, based in High Wycombe. This role entails delivering operational excellence while engaging Franchisees and managing complex stakeholder relationships. The ideal candidate will have substantial experience in operations and customer engagement, with a data-driven approach to decision-making.

The position offers hybrid working, flexible hours, and a comprehensive benefits package including enhanced pensions and healthcare. Join us to play a key role in driving continuous improvement and exceptional outcomes within our organization.

Qualifications

• Experience managing a complex set of stakeholders.
• Ability to balance strategic design with hands-on delivery.
• Proven experience leading support operations and issue management.

Responsibilities

• Lead Franchisee engagement and operational management activities.
• Deliver data analytics and stakeholder management.
• Conduct strategic leadership and regional communications.

Skills

Senior experience in operations

Customer engagement and service delivery leadership

Strong understanding of Franchise models

Data-driven decision-making

Excellent stakeholder management

Job description

Director of Customer Operations and Engagement, EMEA

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.