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Quince is a direct-to-consumer (DTC) retailer using a manufacturer-to-consumer model to deliver high-quality essentials at low prices. The company operates across apparel, accessories, and home goods, serving tens of millions of customers globally.
You will own end-to-end reverse logistics and returns operations across UK and EU markets. This is a hands-on role managing forecasting, refund processing, fraud prevention, carrier relationships, resale channels, and performance metrics. You'll build systems to turn returned inventory into recovered value while maintaining fast, accurate, cost-efficient operations.
Key responsibilities include:
**Returns Forecasting & Planning**: Build volume forecasting models across UK and EU, accounting for seasonality, promotions, and category patterns. Translate forecasts into staffing, capacity, and warehouse space plans. Monitor return rate trends and flag shifts to cross-functional teams.
**Customer Refunds**: Oversee timely, accurate refund processing compliant with UK and EU consumer rights regulations. Audit grading standards, resolve discrepancies with customer service and finance, and track refund turnaround against SLA.
**Fraud Detection & Prevention**: Design and refine fraud detection for wardrobing, serial returners, empty-box claims, and item-not-as-described fraud. Partner with risk and customer service to develop rules and investigate high-risk cases while balancing fraud prevention with customer experience.
**Returns Root Cause & Logistics Feedback**: Track return reasons with focus on logistics-driven returns (damage, wrong item, late delivery, packaging failure). Partner with warehouse, supply chain, and carriers on root cause analysis. Present trends to leadership to inform packaging, product, and logistics improvements.
**Returns Resale & Recommerce**: Manage resale channels for graded inventory (open-box, refurbished, clearance, secondary market, liquidation). Maximize recovery value while minimizing time-to-resale. Build and manage relationships with resale and liquidation partners.
**Reverse Logistics & Carrier Management**: Negotiate rates and service levels with carriers for return shipments. Manage carrier performance on pickups, label generation, and transit times. Evaluate and roll out returns-specific shipping options (paperless returns, drop-off points, pickup services).
**SLA & Performance Management**: Define and manage SLAs across the returns lifecycle. Monitor 3PL and warehouse partner performance. Build reporting and dashboards to track KPIs and provide actionable recommendations.
**Cross-Functional & Compliance**: Partner with customer service, supply chain, finance, and merchandising. Ensure compliance 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 regulations.
**Requirements**
Required experience:
- 5–8+ years managing returns or reverse logistics operations in high-volume ecommerce or retail, ideally across UK and EU markets
- Building returns forecasting and capacity planning models
- Solid understanding of UK and EU consumer rights, refund, and distance-selling regulations
- Designing or managing returns fraud detection and prevention programs
- Track record reducing logistics-driven returns through root cause analysis and cross-functional fixes
- 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
Preferred experience:
- DTC, fashion/apparel, or other high-return-rate ecommerce categories
- Familiarity with recommerce or liquidation platforms and partners
- Operating across multiple EU countries and languages
- Fraud/risk analytics background
- Managing reverse logistics SLAs with UK/EU carriers (Royal Mail, Evri, DPD, DHL, GLS)
