Returns Manager, EU

London, England · United Kingdom - London · 5-8 years experience · Posted Oct 6, 2026

At a glance

Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast.
What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver.

We're looking for a Returns Manager to own end-to-end reverse logistics performance across our UK and EU operations.
From forecasting incoming volume through grading, refunds, fraud prevention, and resale, you'll build a returns operation that's fast, accurate, and cost-efficient — while turning returned inventory back into recovered value.
This is a hands-on role for someone who can dig into root causes, manage partners and carriers, and build the reporting to prove it's working.

Build and maintain returns volume forecasting models across UK and EU markets, factoring in seasonality, backlog, promotions, and category-level return patterns
Translate forecasts into staffing, processing capacity, and warehouse space plans for returns operations
Monitor returns rate trends and flag volume shifts to inventory, finance, and merchandising teams
Oversee timely, accurate refund processing in line with UK and EU consumer rights regulations
Build and refine fraud detection processes for returns abuse (wardrobing, serial returners, empty-box claims, item-not-as-described fraud)
Track and categorize return reasons, with particular focus on logistics-driven returns (damaged in transit, wrong item shipped, late or failed delivery, packaging failure)
Manage resale/recommerce channels for graded inventory (open-box, refurbished, clearance, secondary market and liquidation partners)
Negotiate rates and service levels with carriers for return shipments across UK and EU markets
Define and manage SLAs across the returns lifecycle — receipt to grading, grading to disposition, refund turnaround, and time-to-resale
Ensure returns operations comply with UK and EU consumer protection, distance selling, and VAT/duty rules (including treatment of re-imported goods and refund-related VAT adjustments)

5–8+ years managing returns or reverse logistics operations in a high-volume ecommerce or retail environment, ideally across UK and EU markets
Experience building returns forecasting and capacity planning models
Solid understanding of UK and EU consumer rights, refund, and distance-selling regulations
Experience designing or managing returns fraud detection and prevention programs
Track record reducing logistics-driven returns through root cause analysis and cross-functional fixes
Experience managing return resale, refurbishment, or liquidation channels
Carrier negotiation experience for reverse logistics/return shipping
Strong SLA and KPI management skills, with reporting experience (Excel, SQL, or BI tools)
Hands-on experience with WMS/OMS returns modules
Excellent cross-functional communication and stakeholder management skills

Experience in DTC, fashion/apparel, or other high-return-rate ecommerce categories
Familiarity with recommerce or liquidation platforms and partners
Experience operating across multiple EU countries and languages
Background in fraud/risk analytics
Experience managing reverse logistics SLAs with UK/EU carriers (e.g., Royal Mail, Evri, DPD, DHL, GLS)