Customer Returns Manager

To oversee and optimize returns management, ensuring seamless service for customers, retailers, and internal stakeholders. The role will balance operational efficiency, compliance, cost control and customer satisfaction while supporting the company’s ambitious growth plans.

• Lead UK returns operations for MDA, TVA, and SDA product categories.
• Act as primary liaison for the outsourced back‑office resource, ensuring alignment with company standards.

• Supervise end‑to‑end returns processes, including collections, credits, claims, and sales reconciliation.
• Review process innovation to ensure in line with market and technologies.
• Ensure timely month‑end reconciliations and submission of process authorization requests.
• Validate compliance with internal policies and external regulations.
• Audit and manage Returns resale costs to achieve maximum value for money whilst ensuring pricing compliance to contracts/agreements.

• Liaise with partners on strategies to reduce Return volumes.
• Serve as the main point of contact for internal teams and external partners.
• Collaborate with Sales/Service management to resolve escalated issues and improve processes.
• Develop and manage new customer opportunities to maximise revenue.

• Generate accurate reports on returns trends.
• Manage ship‑to account requests and maintain up‑to‑date records.

• 5+ years’ experience in returns management with a proven track record in directly managing and leading operational teams.
• Strong operational leadership and team management skills experience in supervising, motivating, and developing staff.
• Proven ability to manage outsourced partners/vendors effectively.
• Strong cost management and commercial awareness.
• Proficiency in process optimization and compliance frameworks.
• Excellent communication skills for stakeholder and customer management.
• Analytical mindset with experience in reporting and data‑driven decision‑making.
• Experience with SAP or similar ERP systems.
• Knowledge of consumer electronics/appliance sectors.
• Familiarity with UK regulatory requirements for returns.

• Pension contributions
• Enhanced holiday
• Long service awards
• Salary sacrifice schemes
• Discounts on Hisense products
• Access to a shopping discount portal

• We are an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds, and all qualified applicants will be considered without regard to race, color, religion, gender, sexual orientation, national origin, disability, or any other characteristic protected by law.