Quince - Returns Manager, EU
Requirements
• 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)
Responsibilities
• 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 • 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
Benefits
• EQUAL OPPORTUNITY & HIRING INTEGRITY
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