Director of Customer Engagement and Operations, EMEA

Director of Customer Engagement and Operations, EMEA

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.

About the Role

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

Experience

Operations, support desk, supply chain, franchisee, commercial, customer operations, customer engagement, stakeholder, matrix organisation, international, emea, tech support desk, change management

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