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 George.com 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 George.com 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.
• Experience developing customer propositions or services that balance customer needs with commercial outcomes.
• 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