Parcel Refunds and Returns Customer Experience Manager

Category Distribution/Transportation Closing Date 3 November 2026 We are looking to hire a Parcel Refunds and Returns Manager to be accountable for the strategic development, optimisation and ongoing performance of the George.com and third party returns experience. The role leads the transformation of the returns operating model, translating customer insight, data and market trends into actionable improvements that drive customer satisfaction, operational efficiency and commercial performance.

About Asda

• 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

Responsibilities

• Own the end‑to‑end parcel returns customer experience, driving step‑change improvements
• Define and prioritise the returns development roadmap aligned to customer needs and strategic objectives
• Lead decision‑making on propositional changes, ensuring a balance between customer experience, cost 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 data and trend analysis to identify issues, opportunities and risks; and provide clear, insight‑led recommendations to senior stakeholders to inform decision‑making Lead industry and competitor proposition reviews to ensure George.com remains market‑competitive Build strong senior relationships across Operations, Tech, Customer Service, Finance and Commercial teams
• Influence and align cross‑functional teams to deliver shared objectives in ambiguous environments
• Build and line-manage a high‑performing, insight‑led team focused on continuous improvement

Requirements

• Strong experience in eCommerce, logistics, returns or operational development roles 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

Benefits

• 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.
• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

Job Title

Parcel Refunds and Returns Manager Location Asda House Employment Type Full time Contract Type Permanent Hours Per Week 37.5 Salary Competitive salary plus benefits

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.

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