The Returns Manager will be responsible for managing the full returns process, ensuring efficiency, fairness, and customer satisfaction while minimising costs and errors. You will oversee the returns team, streamline operations, and work closely with warehouse, logistics, and customer care teams to make sure our processes reflect our commitment to excellence.
Key Responsibilities
* Returns Operations Management
* Oversee the day-to-day handling of product returns, exchanges, and refunds across multiple channels.
* Ensure all returns are processed within agreed timeframes and in line with company policy.
* Collaborate with warehouse and logistics partners to ensure returned stock is assessed, restocked, or disposed of correctly.
* Policy & Compliance
* Maintain and update the returns policy, ensuring it is fair, customer-friendly, and compliant with consumer rights.
* Balance customer satisfaction with commercial efficiency, protecting the brand from unnecessary losses.
* Provide training and coaching to ensure the team understands procedures, SLAs, and the importance of a consistent brand tone.
* Process Improvement & Analysis
* Track and analyse returns data to identify trends, root causes, and areas for improvement.
* Work with Product, Quality Control, and Customer Care to reduce avoidable returns and enhance overall product satisfaction.
* Implement new tools, systems, and processes to improve efficiency and customer experience.
* Customer Experience Focus
* Partner with the Complaints Manager and Customer Care team to support escalated return queries.
* Ensure all communications about returns are clear, empathetic, and in line with the P. Louise brand voice.
Skills & Experience
* Proven experience in returns management, logistics, operations, or a similar customer-focused leadership role.
* Strong knowledge of consumer rights and returns legislation.
* Excellent organisational and problem-solving skills with attention to detail.
* Data-driven mindset with the ability to present insights and implement improvements.
* Leadership experience with a track record of coaching and motivating a team.
* A genuine passion for customer service and the beauty industry.