Senior Returns Manager, EU

About the Role

We're looking for a Returns Manager to own end-to-end reverse logistics performance across our UK and EU operations. From forecasting incoming volume through grading, refunds, fraud prevention, and resale, you'll build a returns operation that's fast, accurate, and cost-efficient — while turning returned inventory back into recovered value. This is a hands-on role for someone who can dig into root causes, manage partners and carriers, and build the reporting to prove it's working.

What You'll Do

Returns Forecasting & Planning

Build and maintain returns volume forecasting models across UK and EU markets, factoring in seasonality, backlog, promotions, and category-level return patterns

Translate forecasts into staffing, processing capacity, and warehouse space plans for returns operations

Monitor returns rate trends and flag volume shifts to inventory, finance, and merchandising teams

Customer Refunds

Oversee timely, accurate refund processing in line with UK and EU consumer rights regulations

Audit warehouse/QRC staff on grading standards and quality checks

Partner with customer service and finance to resolve refund discrepancies and disputes

Track refund turnaround time against SLA and resolve bottlenecks in the refund workflow

Fraud Detection & Prevention

Build and refine fraud detection processes for returns abuse (wardrobing, serial returners, empty-box claims, item-not-as-described fraud)

Partner with risk and customer service teams to develop fraud rules/flags and investigate high-risk cases

Balance fraud prevention with customer experience, avoiding over-blocking of legitimate returns

Returns Root Cause & Logistics Feedback

Track and categorize return reasons, with particular focus on logistics-driven returns (damaged in transit, wrong item shipped, late or failed delivery, packaging failure)

Partner with warehouse, supply chain, and carrier teams to reduce logistics-driven returns through root cause analysis and corrective action

Present return reason trends to leadership to inform packaging, product, and logistics improvements

Returns Resale & Recommerce

Manage resale/recommerce channels for graded inventory (open-box, refurbished, clearance, secondary market and liquidation partners)

Maximize recovery value on returned inventory while minimizing time-to-resale

Build and manage relationships with resale/liquidation partners and evaluate new recommerce channels across UK and EU markets

Reverse Logistics & Carrier Management

Negotiate rates and service levels with carriers for return shipments across UK and EU markets

Manage carrier performance for return pickups, label generation, and inbound transit times

Evaluate and roll out returns-specific shipping options (paperless returns, drop-off points, pickup services) to reduce cost and improve the customer experience

SLA & Performance Management

Define and manage SLAs across the returns lifecycle — receipt to grading, grading to disposition, refund turnaround, and time-to-resale

Monitor 3PL and warehouse partner performance against returns SLAs; escalate and resolve issues as needed

Build reporting and dashboards to track returns KPIs and turn data into actionable recommendations for leadership

Cross-Functional & Compliance

Partner with customer service, supply chain, finance, and merchandising to align returns operations with broader business goals

Ensure returns operations comply with UK and EU consumer protection, distance selling, and VAT/duty rules (including treatment of re-imported goods and refund-related VAT adjustments)

Stay current on evolving returns-related regulation across UK and EU markets

What You'll Bring

Required

5–8+ years managing returns or reverse logistics operations in a high-volume ecommerce or retail environment, ideally across UK and EU markets

Experience building returns forecasting and capacity planning models

Solid understanding of UK and EU consumer rights, refund, and distance-selling regulations

Experience designing or managing returns fraud detection and prevention programs

Track record reducing logistics-driven returns through root cause analysis and cross-functional fixes

Experience managing return resale, refurbishment, or liquidation channels

Carrier negotiation experience for reverse logistics/return shipping

Strong SLA and KPI management skills, with reporting experience (Excel, SQL, or BI tools)

Hands-on experience with WMS/OMS returns modules

Excellent cross-functional communication and stakeholder management skills

Preferred

Experience in DTC, fashion/apparel, or other high-return-rate ecommerce categories

Familiarity with recommerce or liquidation platforms and partners

Experience operating across multiple EU countries and languages

Background in fraud/risk analytics

Experience managing reverse logistics SLAs with UK/EU carriers (e.g., Royal Mail, Evri, DPD, DHL, GLS)