Parcel Refunds and Returns Customer Experience Manager

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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 commerci

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