Parcel Refunds and Returns Customer Experience Manager

Job Title Parcel Refunds and Returns Customer Experience Manager Location Asda House

Employment Type

Full time Contract Type Permanent Hours Per Week 37.5 Salary Competitive salary plus benefits Category Distribution/Transportation Closing Date 12 November 2026 We are looking to hire a Parcel Refunds and Returns Customer Experience Manager to be accountable for the strategic development, optimisation and ongoing performance of the  and third-party returns experience. The role owns the end-to-end customer returns and refunds journey, from a customer deciding to return an item through to refund completion.

This includes responsibility for the digital self-service returns experience, the customer journey across multiple return channels, including carrier and store-based solutions, and the operational processes that support a seamless and efficient returns experience. The role leads the transformation of the returns operating model, translating customer insight, behavioural data and market trends into actionable improvements that drive customer satisfaction, operational efficiency and commercial performance.

The successful candidate will act as the voice of the customer across returns, ensuring return options are simple, convenient and transparent, while identifying, evaluating and developing new return propositions that meet evolving customer needs and deliver commercial value to the business.

Key Responsibilities Own the end-to-end  returns and refunds proposition, defining how customers return products today and shaping future return solutions that improve customer satisfaction, operational efficiency and commercial performance. Own the customer experience across all returns channels, including digital self-service journeys, carrier-based returns, store-based returns and future return solutions. Own the end-to-end third-party returns experience, including partner propositions such as Amazon Returns and other external return services, driving customer satisfaction, operational excellence, contractual compliance and commercial performance.

Define and prioritise the returns development roadmap, aligned to customer needs, business strategy and commercial objectives. Partner with Digital, UX and Technology teams to optimise the online returns experience through customer research, behavioural analytics, testing and continuous improvement. Partner with Technology, Logistics, Retail and third-party providers to optimise return journeys including in-store customer experience, improve customer outcomes and reduce cost to serve.

Lead decision-making on propositional changes, ensuring an appropriate balance between customer experience, commercial benefit 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 customer feedback, behavioural data and trend analysis to identify opportunities, risks and areas for improvement, providing insight-led recommendations to senior stakeholders.

Conduct industry and competitor reviews to ensure George remains competitive and delivers a market-leading returns experience. Build strong senior relationships across Operations, Technology, Customer Service, Finance and Commercial teams. Influence and align cross-functional teams to deliver shared objectives in complex and ambiguous environments. Lead, coach and develop a high-performing team focused on continuous improvement and customer-centric decision making. About You Experience owning or improving customer journeys across digital and operational channels.

Strong understanding of eCommerce customer experience, customer behaviour and journey optimisation.…