Job Description
Returns Manager / Head of Reverse Logistics
Location: Birmingham warehouse (UK) – hybrid flexibility available Reports to: Operations Director / Managing Director
Join a successful smart distributor with 10+ years of growth, operating across the UK and Netherlands. We deliver innovative supply chain solutions to retail and strategic partners and are seeking a senior leader to own and transform our end-to-end returns and reverse logistics function — driving faster cycles, higher recovery, reduced stock holding, and improved cash flow.
Role Purpose Design and implement a highly automated, scalable returns process from customer initiation to final resolution (RTV, refurbish, resale, disposal). Focus on inbound accuracy, vendor credit recovery, and commercial optimisation to materially reduce returns value/volume and protect working capital.
Key Responsibilities
* Redesign end-to-end returns journey with automation, decision trees, and system integration (WMS/ERP)
* Own inbound operations: receipt, grading, booking, and fast turnaround
* Manage RTV, claims, credits, and vendor SLAs; enforce recovery and dispute resolution
* Control returns stock ageing, value, and recovery; drive aged inventory reduction
* Build dashboards for volumes, root causes, cycle times, and vendor performance
* Lead root-cause analysis and cross-functional improvements (Purchasing, Sales, IT, Operations)
* Lead and develop the returns team; act as senior stakeholder with vendors and retailers
* Deliver monthly KPI reports to senior management
Key Performance Indicators
* Returns cycle time (receipt to resolution)
* Aged returns stock value/volume reduction
* Vendor credit/recovery rate
* Workflow automation rate
* Root-cause reduction by category/vendor/retailer
* Inbound accuracy and first-time-right processing
Essential Skills & Experience
* Senior leadership in returns, reverse logistics, warehouse, or supply chain within distribution, retail, or e-commerce
* Proven success in process automation, system transformation, and WMS/ERP utilisation
* Strong vendor claims/credits management and commercial dispute handling
* Data-driven with excellent reporting, analysis, and continuous improvement skills
Personal Attributes
* Independent self-starter
* Commercially sharp with cash/recovery focus
* Structured, resilient, and process-disciplined
* Confident stakeholder manager and change leader
* Problem-solver comfortable in operational environments
What We Offer
* Senior role with direct impact on cash flow, stock integrity, and performance
* Opportunity to build a best-in-class reverse logistics function
* Competitive salary
* Board-level visibility in a growing business
Apply with your CV and a key achievement in returns reduction, automation, or vendor recovery.