Description
We are seeking a Parcel Refunds and Returns Manager to lead the strategic development, optimisation, and ongoing performance of the George.com and third-party returns experience.
The successful candidate will be responsible for:
- Leading the transformation of the returns operating model, driving customer satisfaction, operational efficiency, and commercial performance
- Defining and prioritising the returns development roadmap aligned to customer needs and strategic objectives
- Making decisions on propositional changes, balancing customer experience, cost, and operational feasibility
- Managing business cases, benefits tracking, and KPI performance for returns initiatives
- Overseeing multiple development and change initiatives, ensuring delivery to time, cost, and quality
- Analysing data and trends to identify issues, opportunities, and risks, and providing recommendations to senior stakeholders
- Leading industry and competitor proposition reviews to ensure George.com remains market-competitive
- Building strong relationships across Operations, Tech, Customer Service, Finance, and Commercial teams
- Influencing and aligning cross-functional teams to deliver shared objectives
- Building and line-managing a high-performing, insight-led team focused on continuous improvement
The ideal candidate will have:
- Strong experience in eCommerce, logistics, returns, or operational development roles
- A customer-focused approach with strong commercial awareness
- Proven people management and leadership capability
- Confidence working with complex data sets, performance metrics, and insight generation
- Demonstrated ability to deliver development projects aligned to strategic business goals
- Excellent stakeholder management and influencing skills
- Ability to provide clear, concise, and commercially grounded recommendations
Asda offers a competitive salary, plus benefits including:
- Discretionary company bonus
- Company pension up to 7% matched
- Company Car allowance of £5,700
- 15% colleague discount in store and online
- Free access to wellbeing services, including Stream, 24/7 virtual GP, counselling, health and dental cash plans, and a 24/7 employee assistance helpline
- Asda Allies Inclusion Networks
- Excellent parental leave policies