Returns Manager Smart Home Distributor

Returns Manager / Head of Reverse Logistics

Location: Birmingham warehouse (UK) - hybrid flexibility available Reports to: Operations Director / Managing Director

Join a successful smart distributor with 10+ years of growth, operating across the UK and Netherlands. We deliver innovative supply chain solutions to retail and strategic partners and are seeking a senior leader to own and transform our end-to-end returns and reverse logistics function - driving faster cycles, higher recovery, reduced stock holding, and improved cash flow.

Role Purpose Design and implement a highly automated, scalable returns process from customer initiation to final resolution (RTV, refurbish, resale, disposal). Focus on inbound accuracy, vendor credit recovery, and commercial optimisation to materially reduce returns value/volume and protect working capital.

Key Responsibilities

• Redesign end-to-end returns journey with automation, decision trees, and system integration (WMS/ERP)
• Own inbound operations: receipt, grading, booking, and fast turnaround
• Manage RTV, claims, credits, and vendor SLAs; enforce recovery and dispute resolution
• Control returns stock ageing, value, and recovery; drive aged inventory reduction
• Build dashboards for volumes, root causes, cycle times, and vendor performance
• Lead root-cause analysis and cross-functional improvements (Purchasing, Sales, IT, Operations)
• Lead and develop the returns team; act as senior stakeholder with vendors and retailers
• Deliver monthly KPI reports to senior management

Key Performance Indicators

• Returns cycle time (receipt to resolution)
• Aged returns stock value/volume reduction
• Vendor credit/recovery rate
• Workflow automation rate
• Root-cause reduction by category/vendor/retailer
• Inbound accuracy and first-time-right processing

Essential Skills & Experience

• Senior leadership in returns, reverse logistics, warehouse, or supply chain within distribution, retail, or e-commerce
• Proven success in process automation, system transformation, and WMS/ERP utilisation
• Strong vendor claims/credits management and commercial dispute handling
• Data-driven with excellent reporting, analysis, and continuous improvement skills

Personal Attributes

• Independent self-starter
• Commercially sharp with cash/recovery focus
• Structured, resilient, and process-disciplined
• Confident stakeholder manager and change leader
• Problem-solver comfortable in operational environments

What We Offer

• Senior role with direct impact on cash flow, stock integrity, and performance
• Opportunity to build a best-in-class reverse logistics function
• Competitive salary
• Board-level visibility in a growing business

Apply with your CV and a key achievement in returns reduction, automation, or vendor recovery.