Head of Returns Logistics

5 months ago

Doncaster, United Kingdom ASOS Full time

Job Description

About the Role

As the Head of Returns, you will be responsible for overseeing the end-to-end returns process across all our global markets. You will ensure that we deliver a seamless and customer-centric returns experience, while also driving efficiency and cost reduction. You will also support the business on developing and implementing returns policies that align with our strategic goals and values.

What You’ll be Doing:

Leading and developing a team of returns managers and coordinators across UK, EU and US. Managing the performance and relationship with our 3PLs who operate our returns centres, ensuring they meet our SLAs and KPIs. Optimising the returns process through continuous improvement, automation and innovation, leveraging data and insights to identify opportunities and solutions. Collaborating with cross-functional teams such as Customer Care, Finance, Trading, Sustainability and Technology to deliver projects and initiatives that enhance the returns proposition and customer satisfaction. Developing and implementing returns policies that balance customer needs, commercial objectives and operational capabilities, while also supporting our sustainability agenda and Fashion with Integrity strategy. Supporting our culture by driving Diversity, Equity & Inclusion strategies 

Skills

Excellent communication, negotiation and influencing skills, with the ability to build and maintain strong relationships with internal and external stakeholders at all levels. Strong analytical, problem-solving and project management skills, with the ability to handle multiple tasks and prioritize effectively in a dynamic environment. High level of proficiency in Microsoft Office applications, especially Excel, PowerPoint and Word, as well as ERP systems, such as SAP or Oracle. Ability to work independently and collaboratively in a cross-functional and diverse team, with a proactive and positive attitude. Excellent written communication skills, with the ability to prepare clear and concise board papers that present relevant information, analysis and recommendations in a comprehensive manner.

Qualifications

Who We’d Like to Meet

Demonstrated ability to negotiate and manage contracts with suppliers and service providers across different countries and regions. Knowledge of customs rules and quality standards in the industry. Successful track record of managing automation suppliers within e-commerce to build and develop a site or process that meets operational and customer expectations. Experience in overseeing the design, installation, testing and maintenance of automated systems and equipment in a fast-paced environment. Expertise in creating and managing returns, delivery processes and propositions that align with the business objectives, customer expectations and industry standards. Demonstrated ability to apply Lean, Six Sigma and Continuous Improvement methodologies to identify and eliminate waste, reduce costs and increase efficiency in the supply chain processes. Knowledge of ISO standards and their implementation in the context of supply chain management, such as ISO 45001 (Health and Safety) or ISO 28000 (security management). Experience of improving team engagement by fostering a culture of collaboration, feedback and recognition among the supply chain team and stakeholders. Operated at a senior level within a supply chain or retail space

Additional Information

What’s in it for you?

Employee discount (hello ASOS discount) ASOS Develops (personal development opportunities across the business) Employee sample sales Access to a huge range of LinkedIn learning materials 25 days paid annual leave + an extra celebration day Discretionary performance related bonus scheme Private medical care scheme Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits

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