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Head of Returns and Quality Management

3 months ago

Manchester, United Kingdom boohoo group Full time

POSITION OVERVIEW
We are seeking to expand our Responsible Sourcing team with a new leader who will report directly to our Group Sourcing Director.

As the Director of Quality Assurance and Returns, you will be responsible for overseeing all facets of quality assurance and returns management within boohoo. This position entails the development and execution of quality control standards, managing inspection and testing processes, fostering supplier relationships, and ensuring effective returns management.

Returns management is a significant focus for our organization, and this role will be pivotal in implementing transformative changes and new procedures.

The ideal candidate will possess extensive experience in quality management, exceptional leadership capabilities, and a strong orientation towards customer service.

YOUR TEAM
The Responsible Sourcing and Product Operations team is redefining the global operations of the Group. We encompass Sustainability, Sourcing, Ethical Trade, Product Quality, and Operational Efficiency. Our approach turns challenges into opportunities, allowing us to be commercially and operationally effective while maintaining ethical and sustainable practices. Unlike other companies that compartmentalize these functions, we unify all areas to achieve our objectives, consistently striving for improvement.

KEY RESPONSIBILITIES

Quality Assurance:

Establish Quality Standards:
Formulate and implement comprehensive quality control processes and protocols to ensure that all products comply with established quality benchmarks.
Ensure adherence to industry standards and regulations, both domestically and internationally.
Collaborate closely with our third-party suppliers to ensure that standards in our facilities meet the required quality criteria.

Inspection and Evaluation:
Supervise the inspection of raw materials, in-process items, and finished products.
Implement testing protocols to detect defects and ensure product quality aligns with boohoo standards.

Supplier Relations:
Work in tandem with our brands and internal teams focused on Sourcing, Ethical practices, and Sustainability to ensure materials meet the company's quality expectations.
Engage closely with suppliers, manufacturers, and distribution centers to communicate quality requirements and ensure compliance with boohoo's standards.
Organize and conduct audits and quality assessments at supplier locations.

Leadership:
Take overall responsibility for Quality Assurance and the UK & International teams.
Support a team of Quality Control Auditors and Administrators by leading your direct reports, including DC Product Managers both in the UK and internationally.
Provide training and development opportunities for team members to enhance their skills and knowledge.
Build strong relationships with stakeholders, both internal and external.
Exhibit excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.

Data Analysis and Reporting:
Analyze data to identify trends in returns, assess returns efficiency, and evaluate costs associated with customer returns versus brand returns.
Prepare comprehensive reports on quality metrics and present findings to brand and leadership teams.

Returns Management:

Returns Policy Development:
Formulate and implement the company's returns policy, ensuring it is customer-centric and aligns with the company's strategic objectives.

Returns Processing:
Oversee the returns process, ensuring efficient and accurate handling of returned items.
Implement systems to monitor returns and analyze the reasons behind them.

Customer Service Collaboration:
Work alongside the customer service team to promptly address return-related issues in conjunction with our Quality Assurance teams.
Ensure that customers receive timely refunds, exchanges, or repairs.

Inventory Oversight:
Manage the reintegration of returned products into inventory or determine appropriate disposal methods.
Coordinate with the warehouse team to effectively handle returned goods.

WORKING WITH US
To thrive in this environment, you must enjoy working at a fast pace. It can be relentless, but we embrace it. Change is a constant – adaptability and agility are essential. We encourage you to challenge the status quo, innovate, and be open to new ideas. We continuously push boundaries and empower our people, granting them the freedom and autonomy to learn and grow in their roles. We are passionate, agile, creative, and united as one team.

WHY JOIN US
We aim to lead the global e-commerce fashion market, and as a collective of brands, we offer numerous opportunities for career advancement. Our mission is to foster a workplace where everyone is respected, individual differences are valued, and all employees can be their authentic selves at work.

Depending on your level and eligibility, our benefits may include bonuses, pension plans, share schemes, private medical insurance, and life assurance.

· Enjoy a 40% discount across four brands and a 20% discount at Debenhams.

· Participate in our various share schemes, where your contributions to the business will directly impact you.

· Access benefits that support your health and well-being.

· Some of our offices are pet-friendly.

· Opportunities for learning and development.

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