New Job Opening: Head of Returns in West Midlands

Job Description

Are you ready to step into a role where you can build and shape a returns function from the ground up?

This is a rare opportunity to build a function from the ground up in a fast-growing furniture retailer. 

In this role, you’ll define and deliver the end-to-end returns strategy, shaping how the business reduces returns, improves operational efficiency, and maximises value recovery.

You’ll have real influence across the organisation, working cross-functionally and externally to transform returns into a commercially driven, well-controlled operation.

Overview

You’ll own the returns function, leading strategy, operations, and team performance. This is a highly commercial and operational leadership role, combining data-driven decision making with hands-on process improvement and stakeholder management.

Key Responsibilities

• Define and deliver the overall returns strategy, driving reductions in returns rate and cost to serve


• Establish and track key KPIs


• Oversee inspection, triage, and processing within agreed SLAs


• Optimise stock disposition routes


• Implement best-in-class returns processes and SOPs


• Deliver a seamless and transparent returns journey


• Lead and develop a returns team

Requirements

• Senior experience in retail, furniture, logistics, or supply chain 


• Strong understanding of reverse logistics, warehouse operations, and operational planning


• Commercial mind-set with a focus on cost control and value recovery


• Proven experience leading teams and managing cross-functional stakeholders

What's in it for you

• The chance to build and shape a critical function from scratch


• High visibility and impact across a growing, ambitious retail business


• A role that blends strategy, operations, and commercial decision-making


• The opportunity to lead change, drive measurable results, and build a high-performing team