Parcel Refunds and Returns Manager

We are looking to hire a Parcel Refunds and Returns Manager to be accountable for the strategic development, optimisation and ongoing performance of the George.com and third party returns experience.

The role leads the transformation of the returns operating model, translating customer insight, data and market trends into actionable improvements that drive customer satisfaction, operational efficiency and commercial performance.

Key Responsibilities

• Own the end‑to‑end parcel returns customer experience, driving step‑change improvements

• Define and prioritise the returns development roadmap aligned to customer needs and strategic objectives

• Lead decision‑making on propositional changes, ensuring a balance between customer experience, cost and operational feasibility

• Own business cases, benefits tracking and KPI performance for returns initiatives

• Oversee multiple development and change initiatives, ensuring delivery to time, cost and quality

• Use data and trend analysis to identify issues, opportunities and risks; and provide clear, insight‑led recommendations to senior stakeholders to inform decision‑making

• Lead industry and competitor proposition reviews to ensure George.com remains market‑competitive

• Build strong senior relationships across Operations, Tech, Customer Service, Finance and Commercial teams

• Influence and align cross‑functional teams to deliver shared objectives in ambiguous environments

• Build and line-manage a high‑performing, insight‑led team focused on continuous improvement

About You

• Strong experience in eCommerce, logistics, returns or operational development roles

• Customer‑focused with strong commercial awareness

• Proven people management and leadership capability

• Confident 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

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package 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 such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.

• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated

• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves

Find your everything