Online Fulfilment & Returns Manager | Manchester | E-comm | £55k
Location: Greater Manchester
Industry: Fashion / D2C E-commerce
I'm recruiting for an Online Fulfilment and Returns Manager to own the post-purchase journey, leading fulfilment, delivery, and reverse logistics while driving efficiency and customer satisfaction at scale.
The Role
You will lead day-to-day fulfilment operations, manage returns end-to-end, and ensure every order, outbound or incoming, is processed with speed, accuracy, and care. This role is central to operational performance and directly influences customer experience, profitability and brand reputation.
Key Responsibilities
Fulfilment Operations
* Oversee daily pick, pack and dispatch activity across online sales channels.
* Manage 3PL, courier and warehouse relationships for optimal delivery performance.
* Track and report KPIs including order accuracy, delivery speed, fulfilment costs and SLAs.
* Ensure the fulfilment operation is ready for product drops, promotions and peak trading.
Returns & Reverse Logistics
1. Own the full returns workflow, ensuring efficiency, accuracy and customer-centric handling.
2. Analyse return patterns and feed insights into pr...