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.
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.
Partner with the Complaints Manager and Customer Care team to support escalated return queries.
Louise brand voice.
Proven experience in returns management, logistics, operations, or a similar customer-focused leadership role.
Data-driven mindset with the ability to present insights and implement improvements.
Leadership experience with a track record of coaching and motivating a team.