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Returns Manager, EU

Quince· International
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Hybrid (Berlin, Germany and London, UK)full-timePosted 2w ago

About the role

Returns Manager to own end-to-end reverse logistics performance across UK and EU operations, from forecasting and planning to resale, fraud prevention, and compliance, building fast, accurate, and cost-efficient returns processes and recovering value from returned inventory.

Responsibilities

  • 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
  • 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
  • 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
  • Track and categorize return reasons, with 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
  • 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
  • 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
  • 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
  • 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

Qualifications

  • 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

Skills

Required:Returns forecastingCapacity planningFraud detection & preventionRefund managementVendor/partner management

Benefits

  • Competitive salary
  • Equity potential
  • Healthcare coverage
  • Flexible working
  • Employee discounts
  • Sponsored learning and development
Last updated Oct 14, 2026. Interested? Apply on the company site.
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About Quince

High Quality Essentials, Radically Low Prices

Quince brings luxury products like Mongolian Cashmere, Italian Leather, Turkish Cotton and Washable Silk to everyone at radically low prices. Shop premium essentials with no middleman.

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